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Technical Support Representative

Keywords / Skills : Customer Service, Customer Support, Customer Care, Customer Service Executive, Customer Care Executive, "Technical Support Executive", Technical Support Representative, Technical Support Engineer

2 - 7 years
Posted: 2019-01-18

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive
Education
Bachelors
Degree
Diploma
Posted On
18th Jan 2019
Job Description
  • Responding to the incoming requests via Phone & Email 
  • Documenting all requests 
  • Gathering all appropriate information for the type of request or incident 
  • Attempting to fulfill the request or resolve the incident 
  • Being familiar to who is entitled to receive what services 
  • Being familiar with the alternatives resolution for the request type 
  • Reviewing the alternatives resolution with the requester 
  • Updating the request record to reflect the ongoing steps of resolution 
  • Accessing knowledge base or on-line information 
  • Responding to Customer request with accurate and appropriate information 
  • Transferring or Escalating the requests to the appropriate support group 
  • Informing the customer of the status of an existing request, upon request 
  • Contacting the customer for further information, as required 
  • Closing requests with customer agreement 
  • Ensure follow up on ticket closure. 
  • Perform Remote Access Support Services. 
  • Technical Support Agents (phone, chat and email support) – US ENGLISH support
  • Minimum educational background: graduate of a Bachelor’s Degree, must have the certificate of completion and it must be in English 
  • Must have a valid passport (at least 1.5 years left on validity) 
  • Must have STRONG technical knowledge and background, highly preferred are candidates with at least 2 years Technical Support experience 
  • Must have very good English communication skills 
  • Must be willing to work 24x7 
  • Must be willing to be assigned in CYBERJAYA 
  • Salary: 3000 – 3300RM, night shift allowance: 300RM, monthly performance bonus 
  • Relocation package: visa processing, flight ticket to KL, 1 week hotel accommodation 



About Company

At iLmuTech Recruitment, we understand the strategic nature of senior- or executive-level hires and the importance of an engaging selection process. We work with you to understand not only the individual requirement but the wider business needs. A retained Executive Search allows us the flexibility to understand both the hiring process and eventual aims of the role, producing candidates who display the core competencies and skills required while aligning with your company’s culture and values.

We pride ourselves on our professionalism and service excellence for both client and candidate. We follow a process, which is documented; we provide progress reports and operate with integrity, discretion and confidentiality.
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