Technical Support Level 2

Requirements

• Diploma in IT or related technical field.
• Preferably with at least 2-3 years’ experience in the call center industry, a similar role is an advantage.
• High customer and service orientation.
• Well-developed communication and analytical skills.
• Good knowledge of operating systems and relevant hard- or software.
• Good problem-solving skills and focus on quality.
• Serenity in challenging situations.

Responsibility

• Level 2 Technical Customer Service Representative plays a crucial role in providing advanced technical assistance and support to customers. He will be responsible for troubleshooting complex technical issues, resolving escalated cases, and ensuring a high level of customer satisfaction.
• Diagnose and resolve complex technical issues related to hardware, software, and network systems.
• Provide in-depth technical analysis to identify the root cause of problems.
• Receive escalated cases from Level 1 support and work to resolve them efficiently.
• Collaborate with other support tiers and ASUS to ensure timely resolution of customer issues.
• Communicate effectively with customers to gather information and understand the nature of their technical problems.
• Provide clear and concise instructions to customers on issue resolution.
• Contribute to the knowledge base by documenting solutions for common problems.
• Work closely with Level 1 support to share insights, best practices, and knowledge.
• Provide feedback to improve processes and enhance the overall support experience.
• Ensure that all support interactions meet or exceed quality standards.

Conduct follow-up with customers to ensure satisfaction after problem resolution

Benefits

Remuneration package:

• Basic: Up to RM8000
• Language allowance: RM300 (If any applicable)
• Attendance allowance: RM100
• KPI allowance: RM500

*Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.

• Annual salary increment & performance bonus
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered
• External training will be provided and potential career progression opportunities

Working hours:

• 9:00 AM – 6:00 PM
• Monday – Friday
• Off day: Weekend, KL & National Public Holiday

Working location:

• Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
• Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Annual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• 5 Working Days

Job Type: Full-time

Pay: Up to RM8,000.00 per month

Schedule:

• Monday to Friday

Supplemental Pay:

• Attendance bonus
• Performance bonus

Experience:

• Technical Support: 1 year (Preferred)