
EXECUTIVE - TECHNICAL SUPPORT (ANZ MARKET)
Salary undisclosed
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EXECUTIVE - TECHNICAL SUPPORT (ANZ MARKET) Please be informed that this position requires proficiency in English with an Australian or New Zealand accent, as it involves handling users from these countries. The L1 Technical Support representative will be responsible for providing effective technical assistance and outstanding customer service to users and clients. This role includes troubleshooting hardware and software issues, applying relevant solutions, and raising work order requests when necessary. To succeed in this role, the candidate should have a problem-solving attitude and the ability to deliver clear technical instructions. Job Responsibilities: • Perform inbound/outbound voice/non-voice interactions to assist customers and clients with technical issues that could arise in product/brand devices. • Determine the problem and provide technical resolution on first contact, dispatch service or escalate to the relevent team as per process. • Personalize and take ownership in your interactions with customers to drive cases to closure by making follow-ups and regularly updating the customers with regard to case progress. • Provide satisfaction by providing an excellent customer service experience. • Attending team training and meetings. • Learn and get used to new processes and new product releases via virtual training and reading technical update releases. • Provide feedback to the Team Lead/Team Manager/CC Manager for any opportunities for improvement. • Perform/attend any other ad hoc task given by your Team Lead/Team Manager/CC Manager. • Attend and be punctual at work based on the schedule provided in relation te business needs. Responsibilities: • Professionalism in spoken with an Australian or New Zealand accent and written English - Mandatory. • Experience with Microsoft Operating System and Office Suites. • Excellent problem-solving and Documentation skills. • Proven customer service skills • Ability to multitask • Dynamic, highly motivated and result-oriented team player with good interpersonal skills. • Familiar with CompTIA/ITIL standards is an added advantage • Be adaptable and flexible in a fast-paced and dynamic work environment