Technical Support

Early Applicant

Exp: 0-2 Years

Job Description

Job Responsibility

Provides profession advices to customer onsite regarding machine installation environment, computer hardware / software system and electricity specification requirement.
Setup installation of machine and conduct machine operation training in customer site.
Provides technical support to users by answering questions, troubleshooting problems, setting on machine and training.
Acquire technical knowledge on product application.
Research and identify solutions to software and hardware issues
Ask customers targeted questions to quickly understand the root of the problem
Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
Properly escalate unresolved issues to appropriate internal
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their machine are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients

Job Requirements

Primary Language: Mandarin (Require to liaise with mostly Cantonese / Mandarin Speaking clients)
Fresh graduates with strong vocation/hands on electrical knowledge are encouraged to apply.
Graduated with diploma of mechanical/electronic or relevant professional certificates.
Own basic electronic troubleshooting experience be advantage.
Own basic designing software such as Adobe Illustrator/Corel Draw will be advantage.
Able to work independently and good communication with others.
Be responsible and good in teamwork.
Processed own transport for customer services.
Willing to transport oversea and also domestic customer services.
Providing support for clients by learning about and satisfying their needs.
Building long-lasting, mutually beneficial relationships with external contacts and internal departments to create a better customer experience.
Handling complaints and negotiations.
Participate of all company sales events.
Provides profession advices to customer onsite regarding machine installation environment, computer hardware / software system and electricity specification requirement.
Setup installation of machine and conduct machine operation training in customer site.
Provides technical support to users by answering questions, troubleshooting problems, setting on machine and training.
Acquire technical knowledge on product application.
Complete any other duties that may be assigned from time to time by the management.
Able to speak/written in English and Bahasa Malaysia.