Level 2 Technical Support Executive (Mandarin Speaker)

Telecontinent; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in Kuala Lumpur is seeking a Level 2 Technical Customer Service Representative to provide advanced technical assistance. The role emphasizes troubleshooting complex issues and delivering high customer satisfaction while interacting effectively with clients and documenting solutions. Benefits include a competitive remuneration package and opportunities for career progression in a supportive environment.

Benefits

Medical & hospitalization covered

Annual salary increment & performance bonus

External training provided

Qualifications

• At least 2-3 years' experience in the call center industry preferred.
• Good knowledge of operating systems and relevant hard- or software.

Responsibilities

• Troubleshooting complex technical issues related to hardware, software, and network systems.
• Ensure high-level customer satisfaction and document solutions for common problems.

Skills

Customer Orientation

Analytical Skills

Problem Solving

Communication Skills

Education

Diploma in IT or related technical field

Tools

Operating Systems

Job description

Job Responsibility

• Level 2 Technical Customer Service Representative plays a crucial role in providing advanced technical assistance and support to customers. He will be responsible for troubleshooting complex technical issues, resolving escalated cases, and ensuring a high level of customer satisfaction.
• Diagnose and resolve complex technical issues related to hardware, software, and network systems.
• Provide in-depth technical analysis to identify the root cause of problems.
• Receive escalated cases from Level 1 support and work to resolve them efficiently.
• Collaborate with other support tiers and ASUS to ensure timely resolution of customer issues.
• Communicate effectively with customers to gather information and understand the nature of their technical problems.
• Provide clear and concise instructions to customers on issue resolution.
• Contribute to the knowledge base by documenting solutions for common problems.
• Work closely with Level 1 support to share insights, best practices, and knowledge.
• Provide feedback to improve processes and enhance the overall support experience.
• Ensure that all support interactions meet or exceed quality standards.
• Conduct follow-up with customers to ensure satisfaction after problem resolution
  
  

Job Requirements

• Diploma in IT or related technical field.
• Preferably with at least 2-3 yearsâ experience in the call center industry, a similar role is an advantage.
• High customer and service orientation.
• Well-developed communication and analytical skills.
• Good knowledge of operating systems and relevant hard- or software.
• Good problem-solving skills and focus on quality.
• Serenity in challenging situations.
  
  

Job Benefits

Remuneration package:

• Basic: Up to RM5000
• Mandarin Language allowance: RM300
• Attendance allowance: RM100
• KPI allowance: Up to RM500
• Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
• Annual salary increment & performance bonus
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered
• External training will be provided and potential career progression opportunitiesWorking hours:
• 9:00 AM â 6:00 PM
• Monday â Friday
• Off day: Weekend, KL & National Public Holiday
  
  

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Working location:

• Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
• Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)