Executive - Technical Support (L2)

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

Job summary

A leading technical support provider is seeking a Level 2 Technical Customer Service Representative in Kuala Lumpur. This role involves diagnosing and resolving technical issues, managing escalated cases, and ensuring high customer satisfaction. Candidates should have a degree in IT, proficient English & Malay, and at least one year of experience in a call center environment. Benefits include a salary of up to RM3,700 and performance-related bonuses.

Benefits

Performance-related bonus

Annual Leave 15 days

Medical and hospitalization coverage

Qualifications

• Must be able to read, write, and speak in English & Malay.
• Minimum 1 year of experience in the call center industry.
• Possessing knowledge of Wi-Fi, Routers, Software & Hardware is advantageous.
• Ability to work independently and as a team.

Responsibilities

• Diagnose and resolve complex hardware, software, and network issues.
• Handle escalated cases from Level 1 support.
• Communicate effectively with customers to understand issues.
• Provide feedback for process enhancements.
• Stay updated on new software and technologies.

Skills

Advanced Technical Support

Customer Communication

Process Improvement

Technical Expertise

Operational Proficiency

Education

Minimum Degree in IT or related field

Job description

Overview

Level 2 Technical Customer Service Representative provides advanced technical support, resolves complex issues, handles escalated cases, and ensures customer satisfaction.

Responsibilities of the Role

• Advanced Technical Support: Diagnose and resolve complex hardware, software, and network issues, providing in-depth analysis to identify root causes.
• Case Management: Handle escalated cases from Level 1 support, collaborate with team and other tiers for timely resolutions, and ensure customer satisfaction.
• Customer Communication: Communicate effectively with customers to understand issues, provide clear instructions, and document solutions for the knowledge base.
• Process Improvement: Share insights with Level 1 support, provide feedback for process enhancements, and maintain high-quality support standards.
• Strong people skills to navigate difficult situations while remaining calm under pressure. A solutions-oriented mindset with a passion for resolving customer issues by overcoming obstacles and making cost-efficient decisions.
• Technical Expertise: Possesses strong knowledge of Android platforms, brand products (phones, motherboards, graphic cards, tablets), networking devices (routers, switches, VPNs, firewalls), and computer hardware (CPU architecture, PCI cards, memory, and storage). Demonstrates proficiency in business networking, including IP addressing, subnetting, and Wi-Fi security.
• Operational Proficiency: Skilled in using Microsoft and Adobe applications, web browsers, and internet-based tools. Capable of handling ISP-related tasks, typing at a speed of 35 WPM, and working efficiently in multi-system enterprise environments. Continuously adapts to evolving requirements by staying updated on new software and technologies.

Requirements for the Role

• Must be able to read, write, and speak in English & Malay.
• Minimum Degree in IT or related field (Hardware).
• Minimum 1 year of experience in the call center industry (Inbound).
• Working experience in any technical-related field is an added advantage.
• Possessing knowledge of Wi-Fi, Routers, Software & Hardware along with troubleshooting skill is a significant advantage.
• Possess initiative and ability to work independently and as a team.
• Ability to work in a challenging environment.
• This position is 24/7 (Shift Basis).
• The office is at Menara TA One, Kuala Lumpur.

Benefits

• Basic salary up to RM3,500 (Probation with minimum 3 months), RM3,700 (Upon Confirmation).
• Performance-related bonus every quarter for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

We will be conducting Face to Face interviews during this period.

Monday- Friday

10.00am to 5:00pm

Alternatively candidates with the above qualifications and qualities are welcome to submit your application.