Specialist – Technical Support (English and Bahasa Indonesia Language Support)

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

Job summary

A leading technical support provider in Kuala Lumpur is seeking a Client Technical Support representative to handle customer inquiries and provide technical solutions. The ideal candidate should have over a year of experience in client support and be proficient in English and Bahasa Indonesia. The role includes creating tickets, monitoring their progress, and ensuring customer satisfaction. The position offers an attractive salary and additional benefits including housing allowance and medical coverage.

Benefits

Attractive Salary

Housing Allowance

Performance related bonus

Annual Leave

Medical Leave

Medical and hospitalization coverage

Qualifications

• 1+ years of experience in Client Technical Support roles.
• Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
• Working knowledge of Windows Operating Systems and MS Products.

Responsibilities

• Handle Voice/Non-Voice customer inquiries.
• Create and monitor cases in the ticketing system.
• Ensure high levels of customer satisfaction.

Skills

Customer service orientation

Technical troubleshooting

Experience in English and Bahasa Indonesia

Knowledge of Windows OS

Tools

Remote management tools

Ticketing system

Job description

The Responsibilities of the Role:

Operational Deliverables and Contribution

• 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.
• Advice & 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.

Skill Requirements:

• Required to speak, read and write in English and Bahasa Indonesia language (additional languages would be a plus point)
• 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).

The Package:

• Attractive Salary (RM4,000 – RM4,500).
• Housing Allowance (RM500).
• Performance related bonus for confirmed Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Menara TA One.