Department: Service & Application
Project Location(s): HQ Penang, Malaysia
Education: Related Degree/Master Degree
Compensation: Depending on experience
Job Responsibility
Deliver prompt, courteous, and effective technical support to clients via various communication channels, including phone, email, and remote assistance
Diagnose and resolve complex technical issues related to hardware, software, and system integration
Maintain a comprehensive understanding of NSW product and application requirements, encompassing equipment features, functionalities, technical specifications, material knowledge, and hands-on expertise, ensuring the delivery of optimal and satisfactory application outcomes
Actively provide technical support reports to relevant stakeholder and maintaining effective communication in the organization to ensure high effectiveness in technical support operations and contributes to overall improvement of products and services
Collaborate seamlessly with product development engineering, quality assurance and sales teams to address application needs that contribute to create stronger market competitive advantages (CA) and products continuous improvement (CI)
Conduct training sessions for clients to enhance their understanding of product features and promote self-service troubleshooting
Proactively engage with clients to gather feedback, understand their evolving needs, and address concerns
Demonstrate flexibility and commitment to resolving critical issues promptly
Requirements
Bachelors degree or diploma in Engineering, Information Technology, Computer Science, or a related field. Advanced degrees (Masters or equivalent) are often advantageous
Minimum 2 years proven track record in technical support or a related customer-facing role experience in troubleshooting, problem-solving, and providing technical assistance
