Overview

• Salary

  -

• Industry

  Call Center

• Job Description

  Profile： Call Centre, Technical Support
  Clients: Taiwan Market
  
  ▼SUMMARY:
  The Frontline Technical Support Engineers’ primary focus will be ensuring that all customers are very satisfied with the effectiveness and efficiency of the support they receive. Utilizing knowledge of the customer environment, they will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues. They will develop a relationship with their technical peers for the technology they support and related technologies in order to ensure improved collaboration and satisfaction in support.
  
  ▼Responsibilities：
  Applying strong verbal and written communication skills in the supported language, and solid technical
  knowledge of supported products, to represent client and communicate with its customers through telephone, email and web response, carrying out the following activities as needed:
  • Represent client and communicate with its customers
  • Manage relationships with multiple customers, partners and collaborate with business contacts
  • Use standard processes, implement existing diagnosis methods, solutions/workarounds to
  effectively deal with customer and technical issues to achieve problem resolution and customer
  satisfaction
  • Document incidents, report customer suggestions and technical issues to client
  • Respond to voice of customers, utilize its escalations and meet response, resolution,
  efficiency, productivity and utilization targets required by client's business unit
  • Communicate and collaborate with cross-group peers and client's resources both proactively and
  reactively in order to identify and leverage the right resources to arrive at solutions to tough and hot
  problems
  • Produce quality documentation and share with the appropriate team members and tech lead as
  appropriate
  • Compliance with the service operation processes for execution excellence
  • Adherence to the Business Code of Conduct in all customer interactions and interactions
  with client, and
  • Strict adherence to data privacy guidelines – never putting customer PII at risk
  
  
  ★Attractive Point
  ・ Inexperienced candidate can apply with well practiced training.
  ・ Fun working & motivating each other with colleagues
  ・ Career enhancement opportunity
  ・ Language enhancement because can use not only native language but also English.
  ・ Working at the city central. The office is located in KL Sentral.
  ・ Fulfilling allowance