Technical Helpdesk Agent - Mandarin

GokardzShah Alam, Selangor, Malaysia

30+ days ago

Job description

Full Job Description

We are seeking highly motivated and technically inclined individuals to join our dynamic

team as Fibre Broadband Technical Helpdesk Agents. In thisrole, you will be the first point of

contact for customers experiencing technical difficulties with their fibre broadband services.

You will be responsible for diagnosing and resolving customers broadband issues effectively

and efficiently, ensuring a high level of customer satisfaction.

Key Responsibilities :

Receive and handle inbound callsregarding fibre broadband technical issues
Diagnose and troubleshoot a wide range of 10G PON technical problems, such as

installation, Internet connectivity,slow speeds, ONT / router issues, Wi-Fi connectivity,

and voice problems remotely

Provide clear and concise technical explanationsto customersin a professional and

friendly manner, ensuring timely resolution of issues

Escalate complex issuesto higher-levelsupport teams asrequired

Document all customer interactions accurately and completely in the CRM system

Maintain a high level of customersatisfaction and strive to exceed customer

expectations

Stay updated on the latest technologies, products, equipment, tools and services

offered by client and fibre broadband technologies

Adhere to all company policies and procedures

Working Hours & Shifts :

The role is on a rotational shift basis.

Working days : Monday to Sunday

Working hours : Between 10 : 00 AM – 10 : 00 PM (8 working hours + 1-hour break), based on a rotational schedule.

Work Arrangement :

This is a work-from-office position only.

Language Requirements :

While there is no formal Mandarin test, candidates must be able to read, write, and speak Mandarin .

EFSET English test results are required.

EFSET Test Timing :

Candidates may take the EFSET test before or after passing the interview session with the operations team.

Joining Timeline :

The client is looking for candidates to join as soon as possible—even the next day after the interview session, as the role is very urgent.

Employment Type & Benefits :

This is a permanent position.

Includes KPI allowance, medical benefits, and annual leave.

The allowance details were shared in the previous email.

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Technical Mandarin • Shah Alam, Selangor, Malaysia

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