Customer Support Specialist

TAKE NOTE: Willing to work during weekends, public holiday and on rotational Night/Midnight Shift.

Job Responsibilities:

1. Provide technical support for applications/systems
2. Diagnose, troubleshoot and rectify reported problems
3. Over-the-phone diagnostics and troubleshooting
4. Manage customer complaints/requests
5. Liaise with service providers and IT Department
6. Convey problems/requests clearly to next level support/development team or suppliers
7. Respond to customer issues and inquiries by answering product and service questions via WhatsApp, WeChat, Line, Viber, and Skype
8. Identify and resolve customer’s problems and complaints by selecting the best solution
9. Able to respond quickly to customers in a professional and polite manner
10. Closely follow up with customers’ complaints, ensuring customer satisfaction

Job Qualifications:

1. Candidate must possess at least Primary/Secondary School/SPM/'O' Level
2. Preferably at least 1 year experience working as Customer Support
3. Written and communication skills in English, Mandarin, and Bahasa Malaysia; additional language is an advantage
4. Capability to handle multiple tasks and responsibilities
5. Ability to work independently
6. Possess problem resolution skills and escalation management skills
7. IT/technology knowledge is an advantage