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Executive Technical Support - ANZ & ASEAN

icon building Syarikat : Scicom
icon briefcase Jenis Pekerjaan : Sepenuh Masa

Bilangan Pemohon

 : 

000+

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Penerangan Pekerjaan - Executive Technical Support - ANZ & ASEAN

Responsibilities of the Role:

  • ETS must have native proficiency in written, read and spoken English.
  • ETS will render the following service for Enquiry calls.
  • Technical Support for devices.
  • Manage complaints and feedback.
  • ETS would need to address complaints from caller up to his/her empowerment.
  • ETS is to capture all relevant caller information and feed it into the CRM.
  • ETS is to work on ad hoc tasks assigned by his/her superior provided that it does not go against the company policy.
  • Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by a Buyer-approved formal test.
  • Accent neutral verbal communication as verified by a Buyer-approved formal test.
  • Verbal communication skills: strong spoken grammar; able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency.
  • Listening skills: active listening; able to appreciate the context of Customer’s experience.
  • Written skills: excellent grammar; attention to detail.

Troubleshooting / Critical Thinking:

  • Successfully communicates with others to gather information and learn about their needs and expectations.
  • Has demonstrated the ability to ask probing questions.
  • Can define the concept of solution delivered on first contact and articulate that the solution could be one or more of the following:
  • Document and close the call according to the training program.
  • Consult a Level 1.5 or other resource for additional help or ‘consult’.
  • Escalate to a Level 2 or other resource per Buyer policy.
  • Demonstrated ability to follow the identified work flow and troubleshooting process to resolve an issue.
  • Clearly sets Customer expectation regarding resolution and/or follow-up.
  • Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
  • Demonstrates good attendance and sees tasks through to completion.
  • Willing to do detailed or routine work necessary to achieve results.

Requirements for the Role:

  • Degree, Diploma, or an equivalent professional qualification.
  • A high degree of integrity and professionalism with leadership traits.
  • Professionalism in spoken and written English.
  • Experience with Microsoft Operating System and Office Suites.
  • Excellent problem-solving skills and Documentation skills.
  • Previous experience working in similar technical support role with demonstrated sales capabilities.
  • Experience supporting Customers in a Customer facing, applicable environment.
  • Positive performance reviews and previous employer references.

The Package:

  • Attractive Salary (Up To RM4,000).
  • Performance related bonus for confirmed staff.
  • Annual Leave 15 days.
  • Medical Leave 14 days.
  • Medical and hospitalization coverage.
  • Working Location: Kuala Lumpur.
Original job Executive Technical Support - ANZ & ASEAN posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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