Technical Helpdesk (Mobile Apps/OEM) - KL

job description

Key Duties:

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection , via web chat or over the Internet


• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services


• Gather customer’s information and determine issues by evaluating and analyzing the symptoms


• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, popular applications and more


• Research required information using available resources


• Follow standard processes and procedures


• Accurately process and record call transactions


• Offer alternative solutions where appropriate with the objective of retaining customers’


• Organize ideas and communicate oral and written messages appropriate to listeners and situations 


• Follow up and make scheduled call backs to customers where necessary


• Stay current with system information, changes and updates 

Requirements:

• Well versed in Mandarin to liaise with China counterpart for knowledge and tool development


• Experiences working in OEM phone manufacturer before such as Apple, Samsung, Oppo or LG


• Demonstrate strong knowledge of technical troubleshooting experience with mobile phone applications on Android and iPhone devices


• Prior call centre experience and delivering technical training to a group of technicians or call centre agents

If you think you have what it takes to be the Support Engineer, please drop your profile to vaniece.o@randstad.com.my or call Vaniece at 010 369 4195

Please be informed that only shortlisted candidates will be contacted and your interest will be treated with the strictest of confidence.