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Chat Support Technician

Chat Support Technician

RiDiK (a Subsidiary of CLPS. Nasdaq : CLPS)Kuala Lumpur, Kuala Lumpur, Malaysia
30+ days ago
Job description

Effectively collect information and understand the issues users are experiencing and perform diagnostic procedures to isolate and resolve the issues.

Interact with customers via chat, telephone, e-mail, and Slack to provide technical support.

Utilize all technical resources to solve customer problems.

Escalate or work in second and third Level appropriate support specialists or support groups on unresolved issues.

Maintains call records / logs and resolution detail utilizing case management solution, ServiceNow.

Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.

Communicate and provide knowledge transfer to other agents / technicians on issues / problems and resolution.

Responsibilities

  • Effectively collect information and understand the issues users are experiencing and perform diagnostic procedures to isolate and resolve the issues.
  • Interact with customers via chat, telephone, e-mail, and Slack to provide technical support.
  • Utilize all technical resources to solve customer problems.
  • Escalate or work in second and third Level appropriate support specialists or support groups on unresolved issues.
  • Maintains call records / logs and resolution detail utilizing case management solution, ServiceNow.
  • Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
  • Communicate and provide knowledge transfer to other agents / technicians on issues / problems and resolution.

Skills Required

  • Ability to elucidate technical concepts to non-technical users
  • Ability to support users at various levels of technical competency
  • Effectively manages difficult or volatile customer situations
  • Effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime
  • Ability to schedule and prioritize
  • Able to read and understand technical manuals, procedural documentation, and OEM guides
  • Excellent interpersonal skills, written and verbal communication in English
  • Technical writing / documentation skills
  • Ability to assess, analyze and research technical situations and provide viable alternatives
  • Ability to learn new technologies and procedures quickly
  • Ability to communicate effectively with wide variety of users and other technical teams
  • Installation, configuration, and support of PC, Mac, Telephony, Mobile, and Voice & Video software.
  • Support and troubleshooting of Windows 11, MacOS, iOS, Android, MS Office 365
  • Ability to learn quickly and work in a fast-paced environment
  • Ability to follow a strict workflow process for QA and User Acceptance testing
  • Willingness to WFH and work different shifts as needed

    • Job Details

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Consulting

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    Technician • Kuala Lumpur, Kuala Lumpur, Malaysia