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IT technical support -- MID valley , KL -- Only Mandarin speakers

Keywords / Skills : IT Support, Information technology, IT helpdesk, Service desk, Remote support, Technical support, Service Desk, Helpdesk, IT service desk, Service desk analyst, Technical helpdesk

0 - 5 years
Posted: 2019-07-25

Nationality
Malaysia
Industry
IT/Computers - Software
Function
IT
Role
Technical Support Engineer
Posted On
25th Jul 2019
Job Description
Role : Razer Core Tech Support
Job Type : (1 year contract)renewable
Client Location : Mid Valley KL, Malaysia
working hours : 9 hour rotational shift work
(5 days working 2 days off )
Benefits :Shift allowances of MYR 250 , if performs shift work.
Annual Leave :12 days per year + 14 days of medical Leave

L1 - Job Roles and Responsibilities:

Technical support specialists in this group typically handle straightforward and simple hardware and/or software knowledge of customer service principles and practices. This includes troubleshooting methods such as resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.
• Deliver service and support to end-users using and operating automated call distribution through phone, email and/or chat
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products, warranty support, services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect and document problems to appropriate resource (escalations)
• Accurately process and record call transactions using a computer and Sales Force CRM
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Stay current with system information, changes and updates
• may be asked to sell additional products or services
• Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.



About Company

Nityo Infotech Corporation is a global provider of IT services and end-to-end solutions designed to help clients improve their competitiveness and efficiency. Nityo Infotech has operations in 11 countries with 16 offices across globe includes US, Europe and Asia. Its portfolio of solutions and services includes outsourcing, system integration, Application Software development, IT consulting and Quality Assurance & Training. Nityo provides services to several clients located across the world, including many Fortune 1000 and Global 2000 companies, in the commercial, industrial and government sectors - across key vertical markets, like financial services, Manufacturing & Semiconductor, life sciences and healthcare, telecommunications and utilities, Top notch System Integrators, and independent software vendors. Nityo is a SAP Service Partner & also has created Center of excellencefor PeopleSoft technologies in their offshore devolpment centers in Singapore & India. Visit us @ www.nityo.com to know more about us.....
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