Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for problem-solving and excellent communication skills? Scicom (MSC) Berhad is looking for a dedicated Technical Support Specialist to join our dynamic team in Kuala Lumpur. In this role, you will act as the primary point of contact for our Vietnamese-speaking client base, ensuring that their technical inquiries and system issues are resolved with precision and efficiency.
As a global leader in business process management, Scicom offers a supportive environment where your technical expertise and linguistic abilities will be valued. You will work in a fast-paced setting, leveraging your diagnostic skills to troubleshoot hardware, software, and network connectivity issues, ultimately enhancing the user experience. If you are eager to advance your career in the IT industry and work for a premier multinational organization, we invite you to apply today.
Tanggung Jawab
- Provide high-quality technical assistance to Vietnamese-speaking users via phone, email, and live chat.
- Diagnose and resolve hardware, software, and system-related incidents within defined service level agreements (SLAs).
- Document all troubleshooting steps and incident resolutions accurately in the CRM/ticketing system.
- Escalate complex technical issues to Tier 2 or Tier 3 support teams with detailed information and logs.
- Proactively identify recurring system bugs or user challenges to improve documentation and knowledge base articles.
- Maintain a high level of customer satisfaction by delivering clear, concise, and empathetic technical guidance.
- Assist in the onboarding and training of new users regarding system functionality and best practices.
Kualifikasi
- Fluency in Vietnamese (written and spoken) is mandatory to support our target market.
- Minimum of 1-2 years of experience in a Technical Support, Help Desk, or Customer Service role.
- Strong proficiency in troubleshooting Windows/macOS operating systems and common software applications.
- Basic understanding of networking concepts (IP addressing, DNS, DHCP, and VPN connectivity).
- Excellent communication and interpersonal skills with a patient, problem-solving mindset.
- Ability to work in a rotating shift pattern, including weekends and public holidays if required.
- Degree or Diploma in Information Technology, Computer Science, or a related field is highly preferred.