Executive, Technical Support (Call Centre)

Swap Asia; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology support company in Malaysia is looking for an Executive for Technical Support in a Call Centre role. The successful candidate will assist customers with technical queries, primarily concerning smartphones and tablets. Responsibilities include developing a knowledge base and troubleshooting issues. A diploma is required, and fresh graduates are encouraged to apply. Excellent communication in Bahasa Malaysia and English is essential, with Mandarin as an added advantage. The position involves shift rotations.

Qualifications

• Excellent verbal and written communication skills in Bahasa Malaysia and English.
• Ability to troubleshoot and resolve technical issues.
• Willingness to work in a shift rotation basis.

Responsibilities

• Assist customers with technical queries via multiple communication channels.
• Develop escalation processes for complex issues.
• Create a knowledge base for technical troubleshooting.

Skills

Technical knowledge for smartphones

Problem-solving skills

Excellent communication in Bahasa Malaysia and English

Ability to use Microsoft Excel and Word

Education

Diploma or equivalent

Job description

Executive, Technical Support (Call Centre)

To assist customer in all matters pertaining technical queries and issues for smartphones / ipad / tab via all communication channels (inbound / outbound / emails / chats).

To execute all responsibilities with professionalism and exceed customer’s expectation.

To have technical knowledge and understanding for smartphone / ipad / tab devices on software, operating systems and back up procedures.

Be a team player and cooperate among colleagues.

To have an analytical mindset approach to investigate, identify, trouble shoot and resolve the customer in technical matters.

Has the initiative and desire to support and resolve customer’s issues.

Ability to diagnose and provide proper technical solutions professionally.

To develop a knowledge base for products in technical matter, troubleshooting steps and guides for on call or remote support.

To develop an escalation process for complex issues to higher level support to ensure smooth positive support journey.

Requirement: -

A diploma or equivalent or higher in any fields, fresh graduates are encouraged to apply.

Must be willing to work on a shift rotation basis.

Experience in call centre / customer service environment.

Possess good technical knowledge and a keen interest in devices (smart phone / ipad / tab) gadget technology.

To have an excellent verbal and written communication skill in Bahasa Malaysia and English plus ability to speak in Mandarin will be an added advantage.

Ability to use Microsoft excel and Words.

Ability to carried out responsibilities diligently.

Having the encouragement to learn and improve will be an added advantage.

Updating feedback and constant improvement of process and initiatives.

Good problem-solving skills and the ability to think quickly on your feet to assist customers are essential.

Enjoy communicating with people and have a pleasant personality.

Experience from a telco industry would be an advantage.