Executive Technical Support L2 - (English and Mandarin Language Support )

The Responsibilities of the Role:

• To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).
• To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.
• To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers issue.
• To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.
• To ensure all service support interactions including customer details are updated onto the CRM.

Skill Requirements:

• Technical aptitude (computer literate, able to quickly learn new applications).
• Familiarity with windows /android software and hardware.
• Strong first-level technical troubleshooting acumen.
• Must be able to read, write and speak in Mandarin.

The Package :

• Basic salary RM4200.
• Performance Related bonus on a quarterly basis for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• 1-year experience in handling wireless product related inquiry and troubleshooting is required.
• Prior contact centre experience for 2 year is required, with related industry know-how.
• At least 1.5 years experience in computer hardware/software, including hardware support and operating system troubleshooting, positive performance reviews and previous employer references.
• Strong verbal applicable language skills – native or near native / minimal accent impact.
• Demonstrate ability to take ownership of customer issue and follow-up with customer to ensure a successful resolution and delightful experience.
• Attention to detail with customer and case documentation.

Qualification:

• Must possess at least a Diploma or a Bachelor's degree in Computer Science/ Information Technology or equivalent.
• Technical SME (Subject Matter Expert Certifications) in, Hardware, Network Switching, Routing & Security (Firewalls...Etc.).

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.