Executive – Technical Support (English & Korean Language Support)

Job Brief:
In this role, you will be delivering best-in-class support to customers.

Responsibilities:

1. Handling Voice/Non-Voice customer interactions, including detailed recording of the issue according to defined processes.
2. Identifying the cause of hardware/software faults and providing a solution or dispatching an onsite engineer with parts to resolve the issue.
3. Advising & educating customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
4. Responsible for ensuring that the set KPIs are achieved.
5. Creating a case in the ticketing system, monitoring, and driving the case until closure.
6. Updating the ticketing system accurately and efficiently with call details, actions taken, and resolution.
7. Ensuring high levels of customer satisfaction with individual calls.
8. If not successful in solving the ticket, forwarding to the next appropriate level.
9. Using remote tools (where applicable) to analyze and resolve tickets.
10. Performing ad-hoc tasks such as queue monitoring, light reporting, and projects, covering different time zones of regions.

Attractive Package:

• Attractive Salary (RM8,500 – RM9,500).
• RM500 housing allowance.
• Performance-related bonus for confirmed staff.
• Annual Leave: 15 days.
• Medical Leave: 14 days.
• Medical and hospitalization coverage.
• Working Location: Menara TA One, Kuala Lumpur.

Skills Required:

• Ability to speak and write in English and Korean (additional languages would be a plus).
• 1+ years of experience in Client Technical Support roles.
• Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
• Experience within IT Services and working with Field Service Providers.
• Working knowledge of Windows Operating Systems and MS Products.
• Technical knowledge of client devices (Notebook, Desktop, & Tablets).