Level 1 Tech Support Specialist - Portuguese Speaker (Ref:002)

Job Title : Level 1 Tech Support Specialist (L1)

Company Industry : IT/Tech Firm

Age Requirement : Below 50

Working Location : Bangsar South

Working Mode : Morning work from office, Night and midnight WFH

Working Hour : 8am-5pm, 4pm-1am, 12am-9am (Shift Allocated)

Working Day : Monday to Sunday (work 10 days , rest 4 days )

Salary range : RM4,000 – RM6,000

Job Description :

We are seeking motivated and detail-oriented individuals to join our team as Level 1 Tech Support Specialists (L1), responsible for providing client support for our in-house developed, cloud-based management systems. In this role, you will guide clients through the integration and onboarding process, respond to inquiries based on FAQs, escalate complex issues as needed, and ensure clients receive timely, high-quality support. This position is ideal for someone eager to grow technical skills, work independently, and contribute proactively to client satisfaction. The ideal candidate is dedicated to delivering an exceptional client experience with a positive and patient approach, ensuring that clients feel confident and fully supported from the start.

Key Responsibilities:

• Client Integration Guidance: Serve as the primary point of contact for clients during integration, providing guidance on system setup and configuration based on established resources and FAQs.
• Documentation & Support Content Management: Assist in creating and updating client-facing documentation, ensuring clients have access to clear instructions and FAQ resources during integration.
• Accurate & Efficient Issue Resolution: Leverage FAQ resources and documented solutions to provide quick and accurate answers, ensuring clients receive the right information from the start without unnecessary delays.
• Problem Identification & Escalation: Identify issues requiring further technical assistance, escalating them to L2 support while documenting relevant details to support Resolution.
• Service Level Agreement (SLA) Compliance: Ensure all client inquiries are managed within SLA timeframes, meeting established response and resolution targets to enhance client satisfaction and project efficiency.
• Internal Reporting & Communication: Collaborate with L2 and L3 teams for cases requiring advanced support, maintaining detailed documentation of issues and resolutions to contribute to the knowledge base.
• Client Relations: Provide professional, friendly support to maintain strong client relationships, enhancing the company’s reputation for reliable and effective service.
• Customer Satisfaction & Relationship Building: Foster a positive relationship with clients, demonstrating empathy, patience, and a genuine commitment to their success. Your goal is to leave clients satisfied, informed, and confident in using our systems.

Requirements :

• Diploma or Degree in Related to this field (at least Diploma)
• Language Proficiency: Native or fluent in Brazilian and/or European Portuguese (reading and writing proficiency required).
• Strong command of English for internal communications and cross-functional collaboration.
• Technical Knowledge: Basic understanding of cloud-based applications, web systems, and API integration concepts.
• Analytical and Problem-Solving Skills: Ability to reference FAQs and documentation to guide clients and identify issues that require escalation.
• Customer Service Orientation: Demonstrates empathy and patience, ensuring a positive experience for all clients.
• Self-Motivation & Positive Attitude: Ability to work independently with minimal supervision, maintain a positive attitude, and demonstrate proactive problem-solving.

Company Benefits :

• Competitive salary with performance-based incentives.
• Shift allowances, medical benefits, and development opportunities.
• Collaborative work culture with career growth potential.

Job Type: Full-time

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

• Health insurance
• Professional development
• Work from home

Schedule:

• Early shift
• Evening shift
• Monday to Friday
• Night shift

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Bangsar South: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you fluent in Brazilian or European Portuguese, both in reading and writing?
• Are you comfortable working in rotating shifts, including midnight and weekend hours?
• Do you have experience creating or updating client-facing documentation?
• What is your expected salary?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Customer support: 1 year (Preferred)

Language:

• Portuguese (Preferred)

Expected Start Date: 12/02/2024