Technical Helpdesk Agent - Mandarin

GoKardz Technologies; Shah Alam; On-site; MYR 33,000 - 54,000; Full time

Benefits offered by this job

KPI allowance

Medical benefits

Annual leave

Job summary

GoKardz Technologies in Shah Alam, Malaysia, is seeking Fibre Broadband Technical Helpdesk Agents to be the first point of contact for customers with fibre issues. You will diagnose and resolve a wide range of technical problems, including installation, connectivity, speeds, routers, Wi‑Fi, and voice issues, often remotely, and you will document interactions in the CRM system.

This on-site, permanent role requires Mandarin language proficiency and EFSET English test results.

Qualifications

• Must read, write and speak Mandarin.
• EFSET English test results required.
• Permanent position with KPI allowance, medical benefits and annual leave.

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.

Skills

Mandarin proficiency

Job description

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.

Working Hours & Shifts

• The role is on a rotational shift basis.
• Working days: Monday to Sunday.
• Working hours: Between 10:00 AM – 10:00 PM (8 working hours + 1‑hour break), based on a rotational schedule.

Work Arrangement

• This is a work‑from‑office position only.

Language Requirements

• While there is no formal Mandarin test, candidates must be able to read, write, and speak Mandarin.
• EFSET English test results are required.

EFSET Test Timing

• Candidates may take the EFSET test before or after passing the interview session with the operations team.

Joining Timeline

• The client is looking for candidates to join as soon as possible – even the next day after the interview session, as the role is very urgent.

Employment Type & Benefits

• This is a permanent position.
• Includes KPI allowance, medical benefits, and annual leave.
• The allowance details were shared in the previous email.