Specialist – Technical Support (Vietnamese Language Support)

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

Job summary

A leading technical support company in Kuala Lumpur is looking for a Specialist – Technical Support to provide support in both English and Vietnamese. You will handle customer issues, ensure satisfaction, and maintain KPIs. Ideal candidates should have technical support experience and a basic knowledge of IT services. The package includes an attractive salary between RM4,000 and RM4,500, along with performance-related bonuses for confirmed staff.

Benefits

Attractive salary

Performance-related bonuses

Qualifications

• Fluent in English and Vietnamese; additional languages are a plus.
• Minimum of 1 year experience in client technical support.
• Experience with IT services and field service providers.

Responsibilities

• Handle voice and non-voice customer interactions and issue recording.
• Identify hardware/software faults and provide solutions.
• Create and manage tickets in the ticketing system.

Skills

Bilingual in English and Vietnamese

Client Technical Support experience

Experience with UEM and MDM software

Working knowledge of Windows Operating Systems

Technical knowledge of client devices

Job description

Specialist – Technical Support (Vietnamese Language Support)

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).

Performance related bonus for confirmed staff.