Technical Support Representative (Support China)

Emerson Electric Co; Bayan Lepas; Hybrid; MYR 36,000 - 48,000; Full time

Job summary

Emerson Electric Co. is seeking a Technical Support Representative in Penang, Malaysia, who will partner with customers to deliver broad-based technical support for NI products and services.

The role emphasizes ownership of issues, data integrity, and knowledge management to enable self-service resolutions. Ideal candidates have a degree in Engineering or CS, 1+ year in technical support, and proficiency in English and Mandarin.

Qualifications

• Bachelor’s degree in Engineering or Computer Science required; EE/CE or CS preferred.
• 1+ year of experience in Technical Support; fresh graduates are encouraged to apply.
• Experience owning and advocating for customer issues and prioritizing multiple tasks.
• Proficiency in spoken and written English and Mandarin.

Responsibilities

• 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.
• Escalate technical 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.

Skills

Technical support

Customer focus

English proficiency

Mandarin proficiency

Education

Engineering/CS degree

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.
• Escalate technical 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 will partner with customers to ensure their success through broad-based technical support of NI Products. Technical Support Representatives respond 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:

• Bachelor’s degree in Engineering or Computer science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
• 1+ year of experience working in a Technical Support position. Fresh graduates are encouraged to apply.
• Experience in owning and advocating for customer issues or needs and prioritizing multiple tasks.
• Proficiency in spoken and written English and Mandarin is a must.

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 to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken.
• Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation. Understanding of essential networking principles and equipment. Basic knowledge of programming languages. 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.
• Hybrid work mode

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.

• 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.

WHY EMERSON

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

Our Commitment to Our People

At Emerson, we’re committed to creating an environment where diverse, collaborative teams can thrive, solve complex problems, and make a real difference for customers, communities, and the planet.

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About Emerson

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

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