Customer Service

INTELLIVISIONTECH SDN. BHD.; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer service solutions company in Kuala Lumpur is seeking a Technical Support Specialist to communicate effectively with global customers in English. Responsibilities include resolving technical issues, providing on-site support, and training call center agents. The ideal candidate will have a bachelor's degree, at least a year of call center experience, and strong service orientation. This role offers an opportunity to enhance customer satisfaction and improve service quality.

Qualifications

• Minimum 1 year of on-site call center support experience, with a background in the security industry preferred.
• Fluent in listening, speaking, reading, and writing English for professional use.

Responsibilities

• Communicate with global customers in English via email, live chat, and phone.
• Handle first-level escalated technical issues and improve customer satisfaction.
• Provide on-site technical support and agent assistance.
• Conduct product and business-related training for call center agents.
• Identify operational issues within the call center and optimize business processes.

Skills

English proficiency

Service orientation

Teamwork

Communication skills

Education

Bachelor's degree or above

Job description

1. Communicate with global customers in English via email, live chat, and phone to maintain and enhance the corporate brand image.

2. Handle first-level escalated technical issues, collaborate with R&D teams to drive problem resolution, and improve customer satisfaction.

3. Provide on‑site technical support and agent assistance to the overseas call center team, resolving complex product‑related technical issues to enhance service quality.

4. Conduct product and business‑related training for call center agents to ensure their proficiency in product usage and strict adherence to service standards.

5. Effectively identify operational issues within the call center, optimize business processes, and improve service efficiency.

Qualifications

• Bachelor's degree or above, any major is acceptable.
• Minimum 1 year of on‑site call center support experience, with a background in the security industry preferred.
• English proficiency: fluent in listening, speaking, reading, and writing, enabling its use as a working language.
• Excellent service orientation, teamwork, and communication skills, with the ability to resolve issues quickly and drive results.