Technical Support Representative (Mandarin Speaking)

NI (NATIONAL INSTRUMENTS); Bayan Lepas; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global technology company is seeking a Technical Support Representative in Bayan Lepas, Malaysia. The role involves resolving technical issues for customers, managing support requests, and ensuring customer satisfaction. Candidates should possess a bachelor's degree in engineering or one year of relevant experience, with strong Mandarin and English skills required. This position also values communication and problem-solving abilities, along with a customer-focused mindset. Competitive benefits and a supportive work culture are offered.

Benefits

Flexible time off plans

Paid parental leave

Medical insurance options

Qualifications

• Bachelor’s degree in IT, electronic engineering, or related field is preferable.
• Solid understanding of customer service practices.
• Comfortable working in a collaborative team environment.

Responsibilities

• Handle inbound technical support requests through various channels.
• Validate customer entitlements and manage customer data records.
• Resolve technical issues and provide feedback to customers.

Skills

Intermediate or advanced Mandarin

English

Communication

Problem-solving

Customer focus

Education

Bachelor's degree in an engineering or science-related field

1+ year of experience in Technical Support

Tools

Basic programming knowledge

Basic understanding of electronic instrumentation

Job description

In this Role, Your Responsibilities Will Be:

• Creates and routes technical issues for all customers
• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.
• Resolves technical issues for customers across all account tiers
• Resolves customers’ single incidents during activation,installation,implementation, and/or maintenance of TSR supported issues.
• Escalatetechnical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Captures and documents knowledge to enable self-service resolution
• Learns and adopt Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Who You Are:

You willpartner with customers to ensure their success through broad-based technicalsupportofNI Products. Technical SupportRepresentativesrespond to technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners.

For This Role, You Will Need:

• Alternatively, currently pursuing a bachelor’s degree in an engineering or science-related field, such as IT, electronic engineering, automotive, manufacturing support or other.
• OR having 1+ year of experience working in a Technical Support position.
• Intermediate or advanced Mandarin ( Simplify Chinese & Traditional Chinese) and Englishlevel, oral and written.

Preferred Qualifications that Set You Apart:

• Communication– Conveying information and ideas clearly and concisely to individuals.
• Problem Solver–Responds quickly to resolve customer problems;integrates information from disparate sources toidentify underlying causesand find creative solutions; keeps customers informed and provides feedback on actions taken.
• Technical–Familiarwith electronic circuit design concepts and basic electronic instrumentation.Understanding of essential networking principles and equipment.Basic knowledge of programminglanguages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others.
• Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.
• Collaborative– Team oriented with the ability to effectively collaborate with peers. Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.
• Customer Focus – Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

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