Executive - Technical Support – Korean Language Support

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading tech support company is seeking an Executive for Technical Support with proficiency in Korean and English. You will handle customer inquiries, resolve technical issues, and manage ticketing systems to ensure high levels of customer satisfaction. The role requires at least 1 year of relevant experience and offers a competitive salary ranging from RM8,500 to RM10,000, along with generous leave and medical benefits.

Benefits

Attractive Salary

15 days Annual Leave

14 days Medical Leave

Medical and hospitalization coverage

Responsibilities

• Handling Voice/ Non-Voice customer support and recording issues.
• Identifying causes of hardware/software faults and providing solutions.
• Advising customers to ensure solutions to technical issues.
• Creating and monitoring cases in the ticketing system.
• Ensuring high customer satisfaction with individual calls.

Skills

Proficient in English and Korean language

1+ years of experience in Client Technical Support roles

Experience with software support for UEM, MDM, Enterprise antivirus

Working knowledge of Windows Operating Systems and MS Products

Technical Knowledge of Notebook, Desktop, & Tablets

L1 Technical Support: troubleshooting and service desk handling

Job description

Executive – Technical Support (Korean Language Support)

Key Responsibilities:

• Handling Voice/ Non-Voice customer, including detailed recording of the issue according to defined processes.
• Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.
• Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
• Responsible for ensuring that the set KPIs are achieved.
• Create a case in ticketing system, monitoring and drive the case until closure.
• To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
• To ensure high levels of customer satisfaction with individual calls.
• If not successful in solving the ticket, forward to the next appropriate level.
• Usage of remote tools (where applicable) to analyze and resolve tickets.
• Ad-hoc tasks such as queue monitoring, light reporting and projects covering different time zones of regions.

Requirements for the Role:

Skills

• Proficient in English and Korean language (spoken and written).
• 1+ years of experience in Client Technical Support roles.
• Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
• Experience within IT Services and Working with Field Service Providers.
• Working Knowledge of Windows Operating Systems and MS Products.
• Technical Knowledge of the client (Notebook, Desktop, & Tablets).
• L1 Technical Support: troubleshooting to resolve, service desk handling & coordination

The Package:

• Attractive Salary (RM8,500 – RM10,000)
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.