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Team Leader - Mandarin IT Helpdesk

Team Leader - Mandarin IT Helpdesk

GokardzShah Alam, Selangor, Malaysia
30+ days ago
Job description

Bilingual Technical Helpdesk - Team Leader

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

    • Job Requirement :

  • Good understanding of basic networking concepts(e.g. IP addresses, networking

    • protocols, equipment, and tools used in broadband and fibre networks)

  • Basic understanding of networking concepts at the IP layer and some knowledge of

    • GPON (Gigabit Passive Optical Network) is preferred

  • A strong desire to learn and develop technical skills in fibre broadband technologies
  • Strong problem-solving and analyticalskills with a keen attention to detail
  • Excellent communication and interpersonalskills, both written and verbal
  • Patience and empathy in dealing with customer enquiries
  • Proficiency in using computers and relevantsoftware applications
  • Minimum 1 years relevant experience
  • English (minimum CEFR Grade B2), with the ability to speak Malay and speak, read,

    • and understand Mandarin.

  • Minimum Diploma holder.

    • #J-18808-Ljbffr

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    Team Leader • Shah Alam, Selangor, Malaysia