Technical Support Executive

Safeguards Secure Solution Sdn Bhd; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology solutions provider is seeking a Technical Support Executive to manage reported Bad Actor devices. The role involves analyzing EJ reports, proposing solutions, providing remote support, and communicating with vendors. Ideal candidates should have a Bachelor's degree in a relevant field and possess 2 to 5 years of relevant experience. Strong customer handling skills and the ability to work shifts are essential. The job is located in Ara Damansara, Selangor, and requires excellent English communication skills.

Qualifications

• At least 2 to 5 years of working experience in IT or technical fields.
• Proficient in written and spoken English.
• Able to work in shifts, including weekends and holidays.

Responsibilities

• Manage reported Bad Actor devices through EJ analysis.
• Propose solutions and coordinate with Senior Engineers.
• Investigate quality issues with repair centers or vendors.
• Handle customer dispute cases and prepare reports.
• Provide remote support to field engineers as needed.

Skills

Analyzing EJ reports

Customer handling skills

Remote support

Problem-solving

Education

Bachelor in Electronics Engineering

Bachelor in Mechatronics Engineering

Bachelor in Computer Engineering

Bachelor in Information Technology

Job description

Overview

A Technical Support Executive’s role is to manage all reported Bad Actor devices through EJ analysis, provide reports, propose best possible technical resolution, remote support and communicate with device vendors on complicated issues.

Responsibilities

• Analyzing EJ of Bad actor device, propose possible best solution and assign Senior Engineers to perform remedial tasks.
• Identify root cause and resolution plan for bad actor device in EJ analysis report.
• To investigate suspected parts quality issues with the repair centre/vendor and provide finding reports and resolution.
• Responsible in customer’s dispute cases, including assigning engineers to copy RAS files and Note Serial logged, review EJ, compare recon tables, work with Software team and prepare reports for submitted to customer.
• Copy EJ files at the Banks or request EJ files from the Banks whenever required.
• Provide remote support to field engineers whenever required.
• Assist on any project required by management.

Qualifications

• Formal Education: Possess at least a Bachelor in Electronics Engineering / Mechatronics Engineering / Computer Engineering / Information Technology or in any field related to the above role.
• Experience: At least 2 to 5 year(s) of working experience in the technical fields (IT, mechatronics or self-service banking terminals maintenance).

Personal Qualities

• Able to work on shift hours (between 8am to 8pm), weekends and public holidays
• Good customer handling skills and complaint/difficult customer handling experience.
• Pleasant personality, proactive, good stress tolerance and ability to multitask.
• Possess an excellent spoken and written English with high initiatives and positive attitude.
• Pleasant attitude and personality and able to work independently with minimum supervision.

Location

Ara Damansara, Selangor, MY

Application insights

Your application will include the following questions:

• What\'s your expected monthly basic salary?
• How many years\' experience do you have as a Technical Support Executive?
• Which of the following types of qualifications do you have?
• Do you have technical support experience?
• How would you rate your English language skills?
• Do you have customer service experience?
• How much notice are you required to give your current employer?
• Have you worked in a call centre before?