Executive – Technical Support (English & Korean Language Support)

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).