Specialist - Technical Support – Korean Language Support

Scicom MSC Berhad; Kampung Cendana; On-site; MYR 95,000 - 112,000; Full time

Benefits offered by this job

Salary RM8,500–RM10,000 per month

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Working Location Kuala Lumpur

Job summary

Scicom MSC Berhad is seeking an Executive – Technical Support (Korean Language Support) in Kuala Lumpur to handle voice and non-voice customer issues, record details, and drive cases to resolution.

You will diagnose hardware/software faults, dispatch engineers if needed, and educate customers using guidance docs. Strong English and Korean skills are essential for success in this role.

Qualifications

• Proficient in English and Korean language (spoken and written).
• 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).
• L1 Technical Support: troubleshooting to resolve, service desk handling & coordination.

Responsibilities

• Handling Voice/ Non-Voice customer, including detailed recording of the issue according to defined processes.
• Identify the cause of hardware/software faults and provide a solution or dispatch onsite engineer with parts.
• Advise & educate customers through experience and guideline documentation to resolve issues.
• Ensure set KPIs are achieved.
• Create a case in ticketing system and drive to closure.
• Update the ticketing system accurately with call details and resolutions.
• Maintain high levels of customer satisfaction for each call.
• Escalate unresolved tickets to the next level as needed.
• Use remote tools to analyze and resolve tickets where applicable.
• Queue monitoring, light reporting and cross-time-zone projects.

Skills

English

Korean

Client Technical Support

UEM

MDM

Enterprise Antivirus

Microsoft CSP

IT Services

Field Service Providers

Windows OS

MS Products

Notebook

Desktop

Tablets

Troubleshooting

Service Desk

Tools

L1 Support Tools

Job description

Executive – Technical Support (Korean Language Support)

Key Responsibilities:

• 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.
• Advises & 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.

Requirements for the Role:

Skills

• Proficient in English and Korean language (spoken and written).
• 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).
• L1 Technical Support: troubleshooting to resolve, service desk handling & coordination

The Package:

• Attractive Salary (RM8,500 – RM10,000)
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.