Job Description

Operations

Location

Kuala Lumpur Sentral, Malaysia

Language

English

Summary

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The Technical Support Advisor role is to handle incoming general inquiries and technical issues via emails / chat / phone related to Oculus Reality Labs products. Language of support is Global English.

Description

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Essential Functions/Core Responsibilities

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Addressing and resolving inbound customer support inquiries Working with internal cross-functional partners to resolve customer inquiries Achieve & maintain target performance and on-time metrics Ensure each inquiry is "resolved" form the customer's perspective Understand common customer pain-points and actively contribute to a knowledge base of resolution Identify opportunities to elevate best practice positioning and help center content creation Possess a service-oriented mind set and approach to work, delivers value through service The ability to thrive in a dynamic, team-focused environment The ability to comprehensively research and review complex problems to determine the best solution Able to demonstrate experience developing and exercising strong judgement skills Stays cool under pressure The ability to demonstrate empathy and emotional intelligence with customers while determining a solution to their needs Eagerness and ability to work in fast-paced, startup-like environment Self-starter/self-motivated to achieve top performance standards Teachable attitude and commitment to a growth mindset in the workplace Demonstrated commitment to upholding a culture centered around core values Identify opportunities to improve ad products and the customer experience, serve as the VOC Demonstrated ability to work and collaborate within a team Ability to prioritize and manage tasks within a sometimes chaotic environment Exceptional written and verbal communication skills, exceptional phone etiquette (B2 CEFR Standard at minimum

Supplemental Geographical Information

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RECRUITER ENTER THE APPLICABLE LANGUAGE:
ENGLISH - Can speak both oral and written English. Diploma and above

Disclaimer

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The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.