Technical Support Executive - Mandarin Speaker

  • LocationKuala Lumpur, Malaysia
  • Salary6000 MYR/Monthly
  • Job typeFull time
Short Role Description
The objective of the role is to support various technical pre-sales activities within the Client reseller and distribution community by setting up an SE (Support Engineer) Partner Helpdesk which shall act as a single point of contact for partners on behalf of Client. The majority of activity is inbound (Phone 5%, Chat 15%, Email 80%,) but outbound tasks may also occur. The services will apply to the APAC region
  • Relationship Management
  • Qualified assessment of customer requests/inquiries via phone, chat or e-Mail with the ability to create and suggest positive solution approaches.
  • Support Partners through self-enablement in the data storage arena
  • Qualified knowledge in treating and solving Support Tickets in 1st Level of contact in keeping with precise processes within Service Level Agreements (SLA)
  • High focus on quality and a sense of responsibility.
Knowledge,Skills and Abilities
  • Associate's Degree required, Bachelor's Degree preferred
  • Minimum 2 years in customer service/technical support, including 1 year at Level 4 or equivalent role
  • Minimum 2 years of experience in IT/BPO Industry Experience, including 1 year at Level 4 or equivalent role.
  • Minimum 1 year of experience with Customer Relationship Management (CRM) tool is optional
  • Excellent communication skills both verbal and written in local language and English.
  • Multi-tasking ability.
  • Knowledge of IT sector – preferably in data storage and network environments.
  • Demonstration, innovation and good problem solving skills
  • Excellent people relationship skills and strong communication skills at an executive level (verbal & written).
  • Capability of working in a team environment
  • Good time management skills


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