Epicareer Might not Working Properly
Learn More

Chat Support

  • Full Time, onsite
  • RiDiK (a Subsidiary of CLPS. Nasdaq: CLPS)
  • Kuala Lumpur, Malaysia
Salary undisclosed

Apply on


Original
Simplified

Responsibilities

· Provide IT support for all employees.

· Effectively collect information and understand the issues users are experiencing and perform diagnostic procedures to isolate and resolve the issues.

· Interact with customers via chat, telephone, e-mail, and Slack to provide technical support.

· Utilize all technical resources to solve customer problems.

· Escalate or work in second and third Level appropriate support specialists or support groups on unresolved issues.

· Maintains call records/logs and resolution detail utilizing case management solution, ServiceNow.

· Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.

· Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.

Skills Required

· Ability to elucidate technical concepts to non-technical users

· Ability to support users at various levels of technical competency

· Effectively manages difficult or volatile customer situations

· Effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime

· Ability to schedule and prioritize

· Able to read and understand technical manuals, procedural documentation, and OEM guides

· Excellent interpersonal skills, written and verbal communication in English

· Technical writing/documentation skills

· Ability to assess, analyze and research technical situations and provide viable alternatives

· Ability to learn new technologies and procedures quickly

· Ability to communicate effectively with wide variety of users and other technical teams

· Installation, configuration, and support of PC, Mac, Telephony, Mobile, and Voice & Video software.

· Support and troubleshooting of Windows 11, MacOS, iOS, Android, MS Office 365

· Ability to learn quickly and work in a fast-paced environment

· Ability to follow a strict workflow process for QA and User Acceptance testing

· Willingness to WFH and work different shifts as needed