Technical Support - Local Malaysian

The Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.

Essential Functions/Core Responsibilities

• Assist external users of the client's technical products or services; identify, investigate, research

and provide resolution to user questions and problems

• Troubleshoot basic and routine customer issues that are technical in nature, including hardware,

software, networking, or other designated client products

• Follow appropriate escalation path to resolve technical issues; including making follow up

outbound calls to customers or other parties as needed

• Solve problems that are generally unstructured and require extensive use of conceptual thinking

skills

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon

procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing

opportunity to build rapport with the customer

• Clarify customer requirements, probe for understanding

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

Candidate Profile

• Associate’s degree in related technical discipline with six years of related technical experience

preferred

• Achieve and maintain recognized and applicable technical certification(s)

• Relevant technical expertise related to program (i.e. hardware, software, networking, data

storage, troubleshooting, repair)

• Working knowledge of client technical systems

• Courteous with strong customer service orientation

• Ability to effectively communicate, both written and verbally

• Ability to learn including strong problem-solving skills

• Dependable with proficient attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Ability to work as a team member, as well as independently with minimal supervision

Location: Level UP, NU Tower Sentral, 2, Jalan Tun Sambanthan, Kuala Lumpur Sentral, 50470 Kuala Lumpur, Malaysia

Start Date: May 5, 2025