Technical Support Executive (Level 2)

Telecontinent; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading tech support company in Kuala Lumpur is seeking a Level 2 Technical Customer Service Representative to provide advanced technical assistance and support to customers. The ideal candidate will have a diploma in IT or a related field, with 2-3 years of experience in the call center industry. Responsibilities include troubleshooting complex technical issues and ensuring high customer satisfaction while documenting solutions. This role offers a competitive salary and benefits package.

Benefits

Annual salary increment

Performance bonus

Proximity to Ampang Park MRT/LRT

Qualifications

• At least 2-3 years’ experience in the call center industry, preferably in a similar role.
• Well-developed communication and analytical skills are essential.
• Serenity in challenging situations with a high focus on quality.

Responsibilities

• Provide advanced technical assistance and support to customers.
• Diagnose and resolve complex technical issues related to hardware and software.
• Work to resolve escalated cases efficiently and contribute to knowledge base.

Skills

Customer service orientation

Analytical skills

Problem-solving skills

Communication skills

Education

Diploma in IT or related technical field

Tools

Operating systems knowledge

Hardware/software knowledge

Job description

Requirements

• Diploma in IT or related technical field.
• Preferably with at least 2‑3 years’ experience in the call centre industry; a similar role is an advantage.
• High customer and service orientation.
• Well‑developed communication and analytical skills.
• Good knowledge of operating systems and relevant hardware or software.
• Good problem‑solving skills and focus on quality.
• Serenity in challenging situations.

Responsibilities

1. Level 2 Technical Customer Service Representative plays a crucial role in providing advanced technical assistance and support to customers; he will be responsible for troubleshooting complex technical issues, resolving escalated cases, and ensuring a high level of customer satisfaction.
2. Diagnose and resolve complex technical issues related to hardware, software, and network systems.
3. Provide in‑depth technical analysis to identify the root cause of problems.
4. Receive escalated cases from Level 1 support and work to resolve them efficiently.
5. Collaborate with other support tiers and ASUS to ensure timely resolution of customer issues.
6. Communicate effectively with customers to gather information and understand the nature of their technical problems.
7. Provide clear and concise instructions to customers on issue resolution.
8. Contribute to the knowledge base by documenting solutions to common problems.
9. Work closely with Level 1 support to share insights, best practices, and knowledge.
10. Provide feedback to improve processes and enhance the overall support experience.
11. Ensure that all support interactions meet or exceed quality standards.
12. Conduct follow‑up with customers to ensure satisfaction after problem resolution.

Benefits

• Basic salary: up to RM 6000 (determined based on the candidate’s years of relevant experience, skill set, and performance during the interview process).
• Annual salary increment & performance bonus.
• Working hours: 9:00 AM – 6:00 PM, Monday – Friday.
• Off days: weekends, KL & national public holidays.
• Location: Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
• Nearby Ampang Park MRT / LRT station (within 5‑minute walking distance).