Technical support

• Provide and process information in response to inquiries, concerns, and requests about products, warranty support, and services.
• Interact with customers to offer information and support regarding products, warranty, and services.
• Gather customer information and determine issues by evaluating and analyzing symptoms.
• Diagnose and resolve technical hardware and software issues.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues according to client specifications.
• Redirect and document problems to appropriate resources (Escalation).
• Offer alternative solutions where appropriate, aiming to retain customer and client business.

Who are we looking for

• Candidate must possess at least a SPM, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.
• Strong interest in hardware and software troubleshooting.
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.
• Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation)
• Excellent verbal and written communication skills in English and the Mandarin of the supporting market.