L1 Technical Support - China Market

DXC Technology; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT services company in Malaysia is looking for a customer support representative to diagnose and resolve customer issues effectively. Candidates should be proficient in both Mandarin and English and have experience in a fast-paced environment. Responsibilities include managing customer calls, logging issues in the Call Handling Database, and working to achieve team goals. The ideal candidate will possess strong analytical skills and the ability to prioritize tasks under pressure, ensuring adherence to company policies and procedures.

Qualifications

• Previous experience in fast-paced, high-pressure role.
• Technical aptitude and understanding of hardware/software.
• Experience in a technical support/customer service environment.

Responsibilities

• Log/validate all contacts in Call Handling Database.
• Manage all calls logged and provide updates to customers.
• Resolve customer problems using relevant tools and systems.

Skills

Excellent communication skills in Mandarin and English

Customer focus

Analytical and diagnostic skills

Ability to work under pressure

Job description

About DXC Technology

DXC Technology is a leading Fortune 500 IT services company with $17.7 billion in revenue (FY21) and more than 130,000 colleagues around the world. At DXC, we harness innovation to help planes fly, markets function, and businesses move at the speed of digital commerce. Serving more than 240 of the Fortune 500, we have a 60-year track record of delivering and modernizing the world’s most mission‑critical IT systems.

JOB SUMMARY:

To log, validate and diagnose customer issues on the full range of products and applications used at the customer site. Providing the customer with a solution through information gathering, analytical troubleshooting and problem research, or to route or " + "escalate the call to the appropriate resolution group. Ensure escalation and management of calls is to agreed service levels.

Profile

• The ideal candidate has previous experience in effectively coping with a fast‑paced, high‑pressure role in a constantly changing business environment. He/she will be strongly team-focused and have proven communication skills. The candidate is flexible and willing to work variable shift pattern.
• Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software, Microsoft® operating systems and applications.
• Excellent verbal and written communication skills in Mandarin and English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin‑speaking clients.
• Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front‑line service directly to customers, preferably within an international company.

Responsibilities & Activities

• Answer contacts promptly and professionally
• Log/validate all contacts in Call Handling Database
• Resolve a high percentage of customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Complete follow‑on actions as appropriate
• Invoke escalation procedures within defined time frames
• Adhere to account policies & procedures
• Work to achieve individual and team goals
• Protect confidential and sensitive information and materials
• Observe strict compliance to licensing, copyright and trademark legislation
• Accomplish other duties as required
• Adhere to all DXC policies & procedures – including Security and SOBC

Core Competency

• Ability to communicate at all levels, both technically and non‑technically
• Professional & confident
• Excellent communication (written and oral) and listening skills
• Ability to perform well as part of a team under direct supervision
• Strong customer focus with prior experience in a customer service role
• Analytical and diagnostic skills
• Desire to work in a rapidly changing environment
• Demonstrated ability to prioritize tasks and work under pressure
• Demonstrated ability to actively participate and work within a team