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IT technical support- Only local Malaysians - Johor Bahru

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

1 - 8 years
Posted: 2019-06-13

Nationality
Malaysia
Industry
ITES/BPO
IT/Computers - Hardware & Networking
IT/Computers - Software
Function
IT
Role
Technical Support Engineer
Posted On
13th Jun 2019
Job Description
Position : IT technical support
Location: Johor bahru

Job Description- Tech Support Level 1

The purpose of this document is to describe Razer’s minimum requirements on job description, job qualification and job role for internal and/or external support representatives handling Level 1/Tier 1 - Technical Support calls on Razer’s Systems and Peripheral devices.

Summary of Support Level 1:

Level 1 / Tier 1 Support is the basic level of Razer’s customer support teams and the customer representative is a generalist with a broad and basic understanding of the Razer’s product functions and features. The L1/T1 support agents offers the first line of customer support by addressing customer’s questions and concerns about Razer’s products as well as offering basic troubleshooting guidance such as installation and configuration setup, password recovery, website navigation assistance, basic procedural "how-to" questions.

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.

L1: Skill and Knowledge Qualifications:

• Knowledge of basic computer hardware
• PC Proficiency and PC hardware troubleshooting / Problem Solving
• Basic/Working knowledge of relevant software computer applications and equipment
• Familiar with troubleshooting keyboards, mouse and heads
• Familiar with Microsoft Office applications
• Effective listening skills
• Willingness to co-operate with others and work to the greater good
• Multi-tasking capabilities
• Proper phone and email etiquette
• Ability to speak and write clearly and accurately
• Demonstrated proficiency in typing and grammar
• Good understanding of computer internal components and how they interact
• Proficiency and critical thinking
• Proficiency with troubleshooting Windows Operating Systems
• Familiar with Microsoft Office applications
• Proper phone and email etiquette;
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing and grammar;
• Working knowledge of relevant software computer applications, drivers and equipment
• Knowledge of customer service principles and practices
• Effective listening skills
• Willingness to co-operate with others and work to the greater good
• Multi-tasking capabilities
• Basic computer operations including Internet and email protocols, connectivity and understanding of Internet Networking


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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