Executive Technical Support - ANZ & ASEAN

Responsibilities of the Role:

• ETS must have native proficiency in written, read and spoken English.
• ETS will render the following service for Enquiry calls.
• Technical Support for devices.
• Manage complaints and feedback.
• ETS would need to address complaints from caller up to his/her empowerment.
• ETS is to capture all relevant caller information and feed it into the CRM.
• ETS is to work on ad hoc tasks assigned by his/her superior provided that it does not go against the company policy.
• Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by a Buyer-approved formal test.
• Accent neutral verbal communication as verified by a Buyer-approved formal test.
• Verbal communication skills: strong spoken grammar; able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency.
• Listening skills: active listening; able to appreciate the context of Customer’s experience.
• Written skills: excellent grammar; attention to detail.

Troubleshooting / Critical Thinking:

• Successfully communicates with others to gather information and learn about their needs and expectations.
• Has demonstrated the ability to ask probing questions.
• Can define the concept of solution delivered on first contact and articulate that the solution could be one or more of the following:
• Document and close the call according to the training program.
• Consult a Level 1.5 or other resource for additional help or ‘consult’.
• Escalate to a Level 2 or other resource per Buyer policy.
• Demonstrated ability to follow the identified work flow and troubleshooting process to resolve an issue.
• Clearly sets Customer expectation regarding resolution and/or follow-up.
• Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
• Demonstrates good attendance and sees tasks through to completion.
• Willing to do detailed or routine work necessary to achieve results.

Requirements for the Role:

• Degree, Diploma, or an equivalent professional qualification.
• A high degree of integrity and professionalism with leadership traits.
• Professionalism in spoken and written English.
• Experience with Microsoft Operating System and Office Suites.
• Excellent problem-solving skills and Documentation skills.
• Previous experience working in similar technical support role with demonstrated sales capabilities.
• Experience supporting Customers in a Customer facing, applicable environment.
• Positive performance reviews and previous employer references.

The Package:

• Attractive Salary (Up To RM4,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.