Executive Technical Support L2 - (English and Mandarin Language Support )

Key Responsibilities:

• Manage second-level escalation cases, showcasing expertise in resolving issues as a Subject Matter Expert (SME).
• Handle customer support inquiries via calls, chat sessions, and emails on behalf of the client, ensuring high-quality service delivery as required by customers.
• Systematically identify, categorize, and resolve customer support requests to guarantee comprehensive issue resolution.
• Address complaints from customers (end-users of client products) using the appropriate service authority defined by management.
• Ensure all interactions related to service support, including customer information, are accurately documented in the CRM system.

Required Skills:

• Strong technical skills (proficient with computers and quick to learn new applications).
• Experience with Windows and Android software and hardware.
• Excellent first-level technical troubleshooting skills.
• Proficiency in reading, writing, and speaking Mandarin is essential.

Compensation Package:

• Base salary of RM4200.
• Quarterly performance-related bonuses for confirmed staff.
• Annual leave of 15 days.
• Medical leave of 14 days.
• Comprehensive medical and hospitalization coverage.

Experience Required:

• A minimum of 1 year of experience in addressing inquiries and troubleshooting related to wireless products is necessary.
• 2 years of previous contact center experience, preferably within the relevant industry.
• At least 1.5 years of experience with computer hardware/software, including hardware support and operating system troubleshooting, with positive performance reviews and references from former employers.
• Strong verbal communication skills in applicable languages – native or near-native proficiency with minimal accent impact.
• Demonstrated ability to take ownership of customer issues and follow up to ensure successful resolution and a positive customer experience.
• Keen attention to detail in customer and case documentation.

Educational Qualifications:

• A minimum of a Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field is required.
• Technical SME (Subject Matter Expert) certifications in Hardware, Network Switching, Routing, & Security (including Firewalls, etc.) are preferred.

Work Location:

• Kuala Lumpur, WP, Malaysia.

Employment Status:

• Full Time.