Technical Support Specialist Australia

Jobstreet Malaysia; Selangor; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading recruitment platform in Malaysia is seeking a technical support professional to provide effective support to customers through various communication channels. The ideal candidate should possess 2-3 years of customer service experience and a strong understanding of computers. Knowledge in troubleshooting hardware and software issues is essential. This role operates on a five-day work week, following Australian public holidays, and requires flexibility in working hours.

Benefits

Medical allowance

Parking allowance

Monthly contributions to SOCSO, EPF, EIS

Qualifications

• 2-3 years of customer service or technical support experience required.
• Must have extensive knowledge of computers.
• Proficient in English (reading, writing, and speaking).

Responsibilities

• Provide prompt technical support via phone, email, and live chat.
• Troubleshoot and diagnose hardware, software, and network issues.
• Prepare and maintain technical documentation.

Skills

Customer service skills

Technical troubleshooting

Communication skills

Team collaboration

Education

Certificate or degree in relevant field

Job description

Overview

Provide prompt, courteous, and effective technical support to customers via phone, email, and live chat, ensuring each interaction is handled with care.

Troubleshoot and diagnose hardware, software, and network issues over the phone and email, guiding customers through step-by-step solutions.

Conduct remote support sessions using remote desktop tools to assist customers in resolving PC problems.

Prepare and maintain detailed technical documentation, including troubleshooting guides and case notes.

Collaborate with technical teams to escalate and resolve complex issues promptly.

Process service orders and manage support inquiries efficiently, ensuring timely and accurate resolution.

Offer internal support to the sales and logistics teams by addressing technical aspects related to product delivery and installation.

Stay current with evolving technology trends, hardware components, and software updates to provide informed recommendations.

Maintain accurate records of customer interactions and support cases using CRM or ticketing systems.

Follow up with customers to ensure complete resolution of issues and a high level of satisfaction.

Contribute to process improvements by identifying recurring technical issues and suggesting solutions.

Perform additional administrative or technical tasks as assigned by management.

Job Requirements

• 2-3 years of customer service or technical support experience required
• Must have computer and component knowledge — extensive knowledge of computers is an advantage
• Troubleshooting and diagnosing hardware and software issues is a must
• Must hold a certificate or degree in relevant field
• Proficient in English (reading, writing, and speaking)
• Ability to work autonomously and within a team environment
• Thrives in a fast-paced environment
• Ability to multi-task in a fast-paced environment
• Keep up to date with the latest tech and trends to better assist customers
• On-the-job training will be provided

Work Conditions

• 5-day work week (rotation days)
• Working hours: 9:00pm - 5:00pm
• Follows Australian public holidays
• Allowances (Medical and Parking)
• Monthly Contributions to SOCSO, EPF, EIS