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IT Tech Support(Mandarin Speaker)-Fresher(IT/CS Diploma or Degree)

Company Name Confidential

Keywords / Skills : IT Technical Support, Mandarin, Chinese

0 - 1 years
Posted: 2019-03-23

Nationality
Malaysia
Industry
ITES/BPO
IT/ Computers - Hardware
Function
IT
Role
Fresh Graduate
Technical Support Engineer
Fresh Graduate
Education
Bachelors
Degree
Diploma
Non Degree Tertiary
Posted On
23rd Mar 2019
Job Description
Responsibilities
• The Technical Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)

Key Responsibilities & Key Result Areas
1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status


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