Specialist - Technical Support (English and Indonesia Language Support)

Key Responsibilities of the Position:

• Manage Voice or Non-Voice customer interactions, ensuring meticulous documentation of issues as per established protocols.
• Diagnose hardware/software problems and offer solutions, or coordinate with onsite engineers for necessary parts to rectify the situation.
• Guide and inform customers using a blend of personal expertise and reference materials to effectively address their technical concerns.
• Ensure the achievement of designated KPIs.
• Generate cases in the ticketing system, oversee them, and drive them to resolution.
• Accurately and efficiently update the ticketing system with call specifics, actions taken, and outcomes achieved.
• Maintain high levels of customer satisfaction in every call.
• If unable to resolve a ticket, escalate it to the next appropriate level.
• Utilize remote tools (when applicable) to analyze and resolve support tickets.
• Perform additional tasks, including queue monitoring, light reporting, and project work, across various time zones.

Required Skills:

• Degree, Diploma, or an equivalent professional qualification.
• Strong proficiency in both spoken and written English and Indonesian.
• Technical expertise in Microsoft Operating Systems and Office Suites.
• Minimum of 1 year of experience in Client Technical Support roles.
• Familiarity with software support for UEM, MDM, Enterprise antivirus, and Microsoft CSP.
• Experience in IT Services and collaboration with Field Service Providers.
• Solid understanding of Windows Operating Systems and MS Products.
• Technical knowledge regarding client devices (Notebooks, Desktops, and Tablets).

Compensation Package:

• Competitive Salary (RM4,000 – RM4,500).
• Housing Allowance (RM500).
• Performance-related bonuses for confirmed employees.
• 15 days of Annual Leave.
• 14 days of Medical Leave.
• Comprehensive medical and hospitalization coverage.

Experience Required:

• Associate

Job Location:

• Kuala Lumpur, WP, Malaysia.

Employment Type:

• Full Time.