Technical Support Representative

Position - Technical Support Representative

Location KL Sentral, Malaysia

Language- Mandarin

Salary - 4500RM + Upto 350RM Allowance

Job Type - Permanent Position (Full Time)

Working Hours- 5 Days a week

No midnight shift, Max shift timings would be till 11 PM

Eligibility Criteria-

At least Diploma or Degree (IT/ Computer Science/ Engineering).

Proficiency in Mandarin (Read/Write/Speak)

Good English Command (B1 or B2)

Responsibilities-

• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff