Executive Technical Support - English and Tagalog Language Support

Key Responsibilities:

• Assist customers by navigating through solution trees and utilizing the knowledge base to resolve incidents and service requests (e.g. Hardware Troubleshooting, Password resets, Software configuration, etc.). If resolution is not achieved, communicate next steps to the customer.
• Upon customer request, cancel incidents or update ticket information while responding to inquiries about the status of requests.
• In specific situations, provide relevant briefing information to the appropriate internal or third-party service provider according to the Statement of Work.
• Contribute to operational deliverables and overall performance.
• Manage both Voice and Non-Voice customer interactions, ensuring detailed documentation of issues as per established processes.
• Verify if the reported incident is process-compliant and confirm the accuracy of caller information and address details before initiating necessary actions.
• Convert tickets generated from any Customer Service channel into the Ticketing system.
• Recognize and escalate urgent situations as needed.
• Notify the Line Manager or relevant stakeholders about customer escalations following the defined procedures.

Required Skills:

• Proficient language skills in both English and Tagalog.
• A technical background, such as education in information electronics, mechanics, and/or software skills.
• In certain instances, candidates may be considered based on relevant work experience that demonstrates essential professional knowledge.
• A minimum of 6 months of experience in a call center setting is preferred.
• Senior candidates should have at least 1 year of experience in a call center environment.
• Solid technical understanding of customer-specific hardware and software environments.
• Familiarity with customer service principles and practices.
• Proficient in PC usage, particularly with the Microsoft Office suite.
• Flexibility to work in shift patterns according to customer needs.

Compensation and Benefits:

• Competitive Salary (RM3,000 – RM4,000).
• Performance-based bonus for confirmed staff.
• Annual leave entitlement of 15 days.
• Medical leave provision of 14 days.
• Comprehensive medical and hospitalization coverage.

Experience Level:

• Entry Level

Location:

• Kuala Lumpur, WP, Malaysia.

Job Type:

• Full Time.