Specialist – Technical Support (English and Vietnamese Language Support)

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

Job summary

A leading IT support company in Kuala Lumpur is looking for a Customer Support Specialist. The role involves providing technical support to clients, achieving high customer satisfaction, and working with various tools to resolve issues. Candidates must be fluent in English and Vietnamese, with at least 1 year of experience in technical support. Attractive salary and benefits included.

Benefits

Attractive Salary (RM4,000 – RM4,500)

Housing Allowance (RM500)

Performance-related bonus

15 days of Annual Leave

14 days of Medical Leave

Medical and hospitalization coverage

Qualifications

• 1+ years of experience in Client Technical Support roles.
• Experience within IT Services and Working with Field Service Providers.

Responsibilities

• Handle voice/non-voice customer inquiries and record issues.
• Identify and resolve hardware/software faults.
• Ensure high levels of customer satisfaction.

Skills

Fluent in English

Fluent in Vietnamese

Client Technical Support experience

Experience with UEM, MDM, and Enterprise antivirus

Knowledge of Windows Operating Systems

Technical Knowledge of laptops and tablets

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 Vietnamese 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 staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Menara TA One.