Technical Support I: AI-Powered Helpdesk (Entry-Level, Penang)

Psdc; Bayan Lepas; Hybrid; MYR 33,000 - 51,000; Full time

Job summary

NCS Global Technology Sdn. Bhd. in Penang is seeking a Technical Customer Support I to assist customers primarily in the UK market. This role involves rotating 9-hour and 12-hour shifts, with training provided and a focus on clear, professional communication.

You will handle inquiries via phone, email, or chat, document interactions in CRM in real-time, and escalate complex issues to senior staff as needed. A proactive learner mindset is essential.

Qualifications

• Diploma or Bachelor’s degree in related field; non-technical background applicants welcome.
• Fresh graduates are welcome to apply (no prior experience required).
• Basic experience with AI-driven tools to improve support operations.
• Nice-to-have: Basic hardware and software troubleshooting understanding.
• Nice-to-have: Profiles from Chinese background.
• Strong communication and active listening skills are essential.
• Time management and organizational skills to handle multiple tasks.
• Enthusiastic and proactive approach to learning new skills and technologies.

Responsibilities

• Resolve customer problems via inbound telephone, email or chat sessions using technical product knowledge and interpersonal skills.
• Articulate technical issues in simple terms to management and customers.
• Fully document customer interactions and issues in real-time in CRM systems.
• Escalate unresolved or complex issues to senior team members or specialized departments as necessary.
• Learn and adapt to new technologies, products, and platforms to assist customers.
• Provide feedback on recurring issues to improve processes.
• Maintain a high level of professionalism in all customer interactions.

Skills

Communication skills

Active listening

Time management

Enthusiastic learner

English language

Education

Diploma/Bachelor's degree

Tools

CRM systems

AI-driven tools

Job description

NCS Global Technology Sdn. Bhd. in Penang is seeking a Technical Customer Support I to assist customers primarily in the UK market. This role involves rotating 9-hour and 12-hour shifts, with training provided and a focus on clear, professional communication.

You will handle inquiries via phone, email, or chat, document interactions in CRM in real-time, and escalate complex issues to senior staff as needed. A proactive learner mindset is essential.