Specialist - Technical Support (English and Indonesia Language Support)

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

Job summary

A technology service provider in Kuala Lumpur is seeking a Specialist for Technical Support, providing assistance to customers in English and Indonesia. Responsibilities include handling customer inquiries, identifying technical issues, and ensuring resolution satisfaction. Candidates must have a degree or diploma and at least 1 year of technical support experience, alongside technical knowledge of Microsoft Operating Systems and related tools. Attractive salary and benefits are offered for this full-time role.

Benefits

Attractive Salary (RM4,000 – RM4,500)

Housing Allowance (RM500)

Performance related bonus

15 days Annual Leave

14 days Medical Leave

Medical and hospitalization coverage

Qualifications

• Excellent command of spoken and written English and Indonesia.
• 1+ years of experience in Client Technical Support roles.
• Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.

Responsibilities

• Handling Voice or Non-Voice customer inquiries and technical issues.
• Identifies faults and provides solutions for hardware/software.
• Ensure high levels of customer satisfaction with individual calls.

Skills

Technical knowledge on Microsoft Operating Systems

Excellent command of spoken and written English

Technical Knowledge of the client (Notebook, Desktop, and Tablets)

1+ years of experience in Client Technical Support

Education

Degree, Diploma or equivalent professional qualification

Tools

Microsoft Operating Systems

Office Suites

UEM, MDM, Enterprise antivirus

Job description

Specialist - Technical Support (English and Indonesia Language Support)

Job Description

• Handling Voice or 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.
• Advises and 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

• Degree, Diploma or an equivalent professional qualification.
• Excellent command of spoken and written English and Indonesia.
• Technical knowledge on Microsoft Operating Systems and Office Suites.
• 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, and Tablets).

The Package

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

Experience Required

• Associate

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.