Job Description

Summary



Job Title: Technical Support Center Specialist


Accountabilities
The Technical Support Center Specialist is responsible for resolving technical problems in a call center/help desk environment customer of our brand products. The typical candidate is a college/university graduate or has equivalent experience.
The position duties involve taking inbound phone calls each day from customers who need technical support with our products. Frontline troubleshooting will be performed on all calls followed by case resolution, dispatch or escalation as needed. Essential duties include excellent verbal communication and customer service skills, accurate notetaking and the ability to talk and type at the same time, followed by quick troubleshooting and decision making on next steps to facilitate issue resolution.

Duties, Activities, and Responsibilities:

Answers, evaluates and prioritizes incoming telephone, voice mail, email and in-person requests for assistance with hardware, software, networking, customer service and other computer-related technologies.

Identifies the priority status of an issue based on customer feedback and the nature of the problem.

Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating more complex issues to advanced team members or department management.

Responsible for the overall ownership of the case or will ensure proper escalation processes are followed

Interview\xe2\x80\x99s customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.

Logs and tracks every customer case using problem management database, maintains history records and related problem documentation.

Consults with advanced team members and their liaisons to understand software and hardware errors. Is familiar with installation of personal computers, software and peripheral equipment.

Notifies appropriate internal personnel of issues with a particular account.

Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.

Performs other duties as assigned.

Position Requirements:

Candidate will need to be willing to work any shift which may include weekends and night shifts.

The ideal candidate must demonstrate the willingness and capability of multi-tasking, taking on several duties, tasks, projects and/or responsibilities at one time.

Highly proficient in English.

Excellent verbal and written customer service, telephone, troubleshooting and communication skills.

Qualifications
Education or Equivalent:

Tertiary education in any related industry. Diploma holders with a minimum of 2 years\xe2\x80\x99 experience in technical support environment would be considered as well.

Certifications in IT related courses are highly preferred.

Experience or Equivalent:

1-2 years of experience in technical support.

Two years of experience in customer service, preferably in a call center environment.

Knowledge, Skills, and Abilities Requirements:

In-depth knowledge of but not limited to Windows operating system, SAP CRM and DOS command prompts, Remote Access Services and Salesforce.

Demonstrates basic working knowledge of systems and products and how they are used in customers\' business.

Diagnoses and supports systems and device problems/issues at a basic level, coordinates problem resolution and escalation process.

Primary Work Location MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift MY2 Night 10p-7a Tue-Sat (Malaysia)

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