Tech Support Professional

Brady Corporation; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Brady Corp. is seeking a Technical Support Professional to deliver technical support to Brady Solutions partners and customers across the APACI region. The role requires strong hardware troubleshooting and software knowledge, with preference for experience in AIDC products, printers, scanners, Android devices, and related software solutions.

You’ll handle requests via phone, email, live chat, and web channels, create and manage CRM records, and provide product training. Travel is minimal (<5%).

Qualifications

• Bachelor's degree in IT/CS/ET or related field.
• 2-3 years’ experience in Technical Support or Service Desk.
• Strong English communications skills.

Responsibilities

• Handle support requests via phone, email, live chat, and web channels.
• Provide pre-sales and post-sales technical support to internal and external customers.
• Create, track, and maintain case records in CRM.
• Troubleshoot, investigate, and resolve technical issues; escalate to Tier 2 or management.
• Deliver product training and presentations.
• Support Knowledge Management initiatives through article creation.
• Act as a contact for Technical Support Specialists and onboarding.
• Manage support queues and requests from Platinum Partners.
• Travel to customer sites, less than 5%.

Skills

Advanced English

Written communication

Multi-tasking

Customer service

Education

Bachelors in IT/CS/ET

Job description

Brady makes products that make the world a safer and smarter place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room — we’re just about everywhere you look.

Companies around the globe trust Brady because of our deep expertise and knowledge across a wide range of industries and applications, powered by our world‑class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com .

Job Description

The Technical Support Professional role is responsible for providing technical support to new and existing Brady Solutions partners and customers across the APACI region. The role requires strong hardware troubleshooting and software application knowledge. Experience with AIDC products, including printers, scanners, Android devices, and related software solutions, is preferred. Exceptional performance in this role has a history of career advancement opportunities within technical support, services, or other departments within Brady Corp..

What you’ll be doing:

• Handle support requests via phone, email, live chat, and web channels.
• Provide pre‑sales and post‑sales technical support to internal and external customers.
• Create, track, and maintain case records in CRM.
• Troubleshoot, investigate, and resolve technical issues; escape appropriately to Tier 2 or management.
• Deliver product training and presentations.
• Support Knowledge Management/KCS initiatives through article creation and maintenance.
• Act as a point of contact for Technical Support Specialists and support onboarding activities for new hires.
• Manage support queues and handle requests from Platinum Partners.
• Travel to customer sites, as needed, less than 5%.

Qualifications

What you’ll need to be successful:

• Bachelor's degree in information technology, Computer Science, Electronics and Telecommunications, or related field.
• 2-3-years’ experience in Technical Support or Technical Service Desk
• Advanced English Level
• Ability to learn complex technical concepts in a short amount of time.
• Excellent written and verbal communications skills.
• Ability to manage multiple priorities.

Additional Information

All your information will be kept confidential according to EEO guidelines.