Job Brief:
In this role, you will be delivering best-in-class support to customers.

Responsibilities:

·         Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.

·         Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.

·         Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.

·         Responsible for ensuring that the set KPIs are achieved.

·         Create a case in ticketing system, monitoring and drive the case until closure.

·         To update the ticketing system accurately and efficiently with call details, actions taken and resolution.

·         To ensure high levels of customer satisfaction with individual calls.

·         If not successful in solving the ticket, forward to the next appropriate level.

·         Usage of remote tools (where applicable) to analyze and resolve tickets.

·         Ad-hoc tasks such as queue monitoring, light reporting and projects, covering different time zones of regions.

Attractive Package:

·         Attractive Salary (RM8,500 – RM9,500).

·         RM500 housing allowance

·         Performance related bonus for confirmed staff.

·         Annual Leave 15 days.

·         Medical Leave 14 days.

·         Medical and hospitalization coverage.

·         Working Location: Menara TA One, Kuala Lumpur.

Skills Required:

·         Require to speak and write in English and Korean (additional languages would be a plus point).

·         1+ years of experience in Client Technical Support roles.

·         Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.

·         Experience within IT Services and Working with Field Service Providers.

·         Working Knowledge of Windows Operating Systems and MS Products.

·         Technical Knowledge of the client (Notebook, Desktop, & Tablets).