Specialist - Technical Support (English and Vietnamese Language Support)

Key Responsibilities:

• Assist both Voice and Non-Voice customers by meticulously documenting issues in line with established protocols.
• Diagnose hardware and software problems, offering solutions or coordinating with on-site engineers to address the issues effectively.
• Guide and inform customers utilizing both personal expertise and reference materials to ensure resolution of their technical concerns.
• Accountable for meeting established key performance indicators (KPIs).
• Initiate cases in the ticketing system, oversee their progress, and ensure closure.
• Accurately and efficiently update the ticketing system with call information, actions taken, and outcomes.
• Maintain high levels of customer satisfaction throughout each interaction.
• If unable to resolve the ticket, escalate to the appropriate next level.
• Utilize remote tools (when applicable) for ticket analysis and resolution.
• Perform ad-hoc tasks including queue monitoring, light reporting, and project work across various time zones.

Required Skills:

• Possession of a Degree, Diploma, or an equivalent professional certification.
• Proficient in both spoken and written English and Vietnamese.
• Strong technical knowledge of Microsoft Operating Systems and Office Suite applications.
• A minimum of 1 year’s 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 Microsoft Products.
• Technical expertise regarding client devices (Notebooks, Desktops, and Tablets).

Compensation and Benefits:

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

Experience Level:

• Associate

Work Location:

• Kuala Lumpur, WP, Malaysia.

Type of Employment:

• Full Time.