[Normal working hours]Technical support -Live Chat-Global / Taiwan Market

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

Job summary

A global customer support firm in Kuala Lumpur is looking for a Technical Support Agent L1 to assist customers with inquiries regarding their products. This entry-level position is open to candidates with at least an SPM or higher qualification. The role involves troubleshooting hardware and software issues and providing excellent customer support, with a strong emphasis on effective communication in English and Mandarin. Interested applicants, including those without experience, are encouraged to apply.

Qualifications

• Strong interest in hardware and software troubleshooting.
• Must possess effective listening skills and good phone etiquette.
• Excellent verbal and written communication skills in English and Mandarin.

Responsibilities

• Provide information about products and services to customers.
• Diagnose and resolve technical issues with hardware and software.
• Redirect problems to appropriate resources for escalation.

Skills

Technical troubleshooting

Effective communication

Customer service orientation

Education

SPM or higher qualification

Job description

[Normal working hours]Technical support -Live Chat-Global / Taiwan Market

Job Description: Technical Support Agent L1

Technical Support Agent L1s possess a broad and basic understanding of product functions and features. They serve as the first line of customer support, addressing inquiries and concerns about products, and offering basic to intermediate troubleshooting guidance.

Responsibilities:

Provide and process information in response to inquiries, concerns, and requests about products, warranty support, and services.

Interact with customers to offer information and support regarding products, warranty, and services.

Gather customer information and determine issues by evaluating and analyzing symptoms.

Diagnose and resolve technical hardware and software issues.

Research required information using available resources.

Follow standard processes and procedures.

Identify and escalate priority issues according to client specifications.

Redirect and document problems to appropriate resources (Escalation).

Offer alternative solutions where appropriate, aiming to retain customer and client business.

Who are we looking for?

Candidate must possess at least a SPM, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.

No experience is welcome to apply Strong interest in hardware and software troubleshooting.

Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.

Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation)

Excellent verbal and written communication skills in English and the Mandarin of the supporting market.

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