Advisor II Technical Support

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 47,000 - 69,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur seeks an Advisor II in Technical Support to handle basic to complex product inquiries and help external/internal users resolve issues with hardware, software, and networking.

The role requires strong communication, problem-solving, and a customer-focused approach, with the ability to follow escalation procedures, document cases accurately, and contribute to achieving contract KPIs. Full-time on-site position at MYS Kuala Lumpur Sentral.

Qualifications

• High School Diploma and technical certification(s) preferred.
• Relevant technical expertise in hardware, software, networking.
• Strong problem solving and customer service orientation.

Responsibilities

• Assist external/internal users; identify, investigate, and provide resolution to user questions and problems.
• Troubleshoot hardware, software, networking issues and other client products.
• Follow escalation path; make outbound follow-up calls as needed.
• Solve unstructured problems requiring conceptual thinking.
• Serve as a resource to other support personnel.
• Ensure services meet contractual KPIs.
• Greet customers professionally; listen and empathize with needs.
• Clarify requirements; probe for understanding.
• Prepare complete and accurate case notes in the tracking system.
• Participate in activities to improve customer satisfaction and business performance.

Skills

Technical support

Hardware

Software

Networking

Customer service

Communication

Education

High School Diploma

Technical certification

Job description

Job Title: Advisor II Technical Support

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.

Essential Functions/Core Responsibilities

• Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Serve as a resource to other support personnel
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Log all incoming calls and accurately complete case notes in the call tracking database

Candidate Profile

• High School Diploma and one year of relevant experience preferred
• Achieve and maintain recognized and applicable technical certification(s)
• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)
• Advanced knowledge of client technical systems
• Courteous with strong customer service orientation
• Ability to effectively communicate, both written and verbally
• Ability to learn including strong problem solving skills
• Dependable with proficient attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Ability to work as a team member, as well as independently with minimal supervision
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required *Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels .

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE: GERMANY - This job description does not apply to employees in Germany.

• PHILIPPINES Minimum of two years of college education in related technical discipline with at least six months of call center experience or equivalent
• Ability to think clearly and can explain simple issues effectively, both written and verbally
• Ability to resolve moderate to difficult technical issues
• Ability to learn client technical systems

• INDIA Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location

MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Time Type

Full time

Mission

Hi, we’re Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world’s best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

EEO Statement

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.