Tech Support Specialist II

Convergys; Kuala Lumpur; On-site; MYR 54,000 - 85,000; Full time

Job summary

Concentrix CVG Corporation in Malaysia is seeking an Advisor II in Technical Support to address basic to complex hardware and software inquiries. You will assist internal and external users, troubleshoot issues, and ensure adherence to KPIs while delivering courteous, professional service.

The role requires at least a high school diploma and relevant technical certifications; you will engage in problem solving, cross-functional teamwork, and continuous learning in a fast-paced environment.

Qualifications

• High School Diploma with 1 year of relevant experience preferred.
• Achieve and maintain recognized technical certification(s).
• Technical expertise related to hardware, software, networking, data storage, troubleshooting, repair and sales.

Responsibilities

• Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems.
• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products.
• Follow escalation path to resolve technical issues; make follow up outbound calls as needed.
• Solve problems that are unstructured and require conceptual thinking.
• Serve as a resource to other support personnel.
• Ensure service meets contractual KPIs.
• Greet customers courteously and professionally; listen to needs and demonstrate empathy.
• Clarify requirements; probe for understanding and document case notes accurately.
• Participate in activities to improve customer satisfaction and business performance.

Skills

Hardware

Software

Networking

Troubleshooting

Customer service

Communication

Problem solving

Teamwork

Patience

Adaptability

Education

High School Diploma

Technical certification(s)

Job description

Concentrix CVG Corporation in Malaysia is seeking an Advisor II in Technical Support to address basic to complex hardware and software inquiries. You will assist internal and external users, troubleshoot issues, and ensure adherence to KPIs while delivering courteous, professional service.

The role requires at least a high school diploma and relevant technical certifications; you will engage in problem solving, cross-functional teamwork, and continuous learning in a fast-paced environment.