Team Leader - Mandarin IT Helpdesk

GoKardz Technologies; Shah Alam; On-site; MYR 56,000 - 78,000; Full time

Job summary

GoKardz Technologies in Selangor seeks a Bilingual Technical Helpdesk Team Leader to guide fibre broadband support agents. You will oversee first-line diagnosis, ensure timely resolutions, and maintain service quality.

Required are solid networking basics, GPON knowledge, at least 1 year in a related role, and strong communication in English (CEFR B2) plus Malay and Mandarin proficiency. Join a dynamic tech team and grow with us.

Qualifications

• Minimum Diploma holder with basic networking knowledge.
• At least 1 year relevant experience.
• English CEFR B2; Malay and Mandarin speaking/understanding.

Responsibilities

• Handle inbound fibre broadband technical issues by phone.
• Diagnose and troubleshoot 10G PON problems remotely.
• Explain technical issues clearly to customers.
• Escalate complex issues to higher-level teams.
• Document customer interactions in CRM.
• Maintain high customer satisfaction.
• Stay updated on fibre broadband technologies.
• Adhere to company policies.

Skills

Networking concepts

GPON knowledge

Problem solving

Communication skills

Empathy

Computer proficiency

Education

Diploma

Tools

CRM software

Job description

Bilingual Technical Helpdesk - Team Leader

Full Job Description

We are seeking highly motivated and technically inclined individuals to join our dynamic team as Fibre Broadband Technical Helpdesk Agents. In this role, you will be the first point of contact for customers experiencing technical difficulties with their fibre broadband services. You will be responsible for diagnosing and resolving customers broadband issues effectively and efficiently, ensuring a high level of customer satisfaction.

Key Responsibilities

• Receive and handle inbound calls regarding fibre broadband technical issues.
• Diagnose and troubleshoot a wide range of 10G PON technical problems, such as installation, Internet connectivity, slow speeds, ONT/router issues, Wi-Fi connectivity, and voice problems remotely.
• Provide clear and concise technical explanations to customers in a professional and friendly manner, ensuring timely resolution of issues.
• Escalate complex issues to higher-level support teams as required.
• Document all customer interactions accurately and completely in the CRM system.
• Maintain a high level of customer satisfaction and strive to exceed customer expectations.
• Stay updated on the latest technologies, products, equipment, tools, and services offered by client and fibre broadband technologies.
• Adhere to all company policies and procedures.

Job Requirements

• Good understanding of basic networking concepts (e.g. IP addresses, networking protocols, equipment, and tools used in broadband and fibre networks).
• Basic understanding of networking concepts at the IP layer and some knowledge of GPON (Gigabit Passive Optical Network) is preferred.
• A strong desire to learn and develop technical skills in fibre broadband technologies.
• Strong problem-solving and analytical skills with a keen attention to detail.
• Excellent communication and interpersonal skills, both written and verbal.
• Patience and empathy in dealing with customer enquiries.
• Proficiency in using computers and relevant software applications.
• Minimum 1 year relevant experience.
• English (minimum CEFR Grade B2), with the ability to speak Malay and speak, read, and understand Mandarin.
• Minimum Diploma holder.