Technical Support Advisor II

Concentrix; Kuala Lumpur; On-site; MYR 45,000 - 76,000; Full time

Job summary

Jora Malaysia in Kuala Lumpur is seeking an Advisor II in Technical Support to respond to basic to complex product inquiries, troubleshooting hardware, software, and networking issues. The role requires handling internal/external users, following escalation procedures, and maintaining KPI-driven service standards.

The candidate should have a High School Diploma with at least one year of relevant experience and the ability to learn client technical systems, with flexibility to rotate shifts as

Qualifications

• High School Diploma and one year of relevant experience preferred.
• Achieve and maintain recognized and applicable technical certification(s).
• Relevant technical expertise related to program (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 appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Serve as a resource to other support personnel
• Ensure service delivered to our customers meets contractual KPIs
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Log all incoming calls and accurately complete case notes in the call tracking database

Skills

Customer service

Problem solving

Communication skills

Teamwork

Education

High School Diploma

Job description

Jora Malaysia in Kuala Lumpur is seeking an Advisor II in Technical Support to respond to basic to complex product inquiries, troubleshooting hardware, software, and networking issues. The role requires handling internal/external users, following escalation procedures, and maintaining KPI-driven service standards.

The candidate should have a High School Diploma with at least one year of relevant experience and the ability to learn client technical systems, with flexibility to rotate shifts as