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Technical Support:Respond promptly to incoming user inquiries via various channels, including phone calls, emails, tickets, or chat.
Assist users in diagnosing and troubleshooting basic technical issues related to hardware, software, networking, and applications.
Provide step-by-step guidance to users on problem-solving techniques and solutions.
Issue Resolution: Identify and resolve common technical problems, such as password resets, software installations, application errors, and connectivity issues.
Utilize knowledge bases, manuals, and resources to guide users through solutions and workarounds.
Documentation: Document and maintain accurate records of user interactions, issues, and resolutions in the ticketing system.
Create and update knowledge base articles to enable users to troubleshoot common issues independently.
Escalation: Escalate complex or unresolved issues to Level 2 or Level 3 support teams while providing detailed information for efficient resolution.
Collaborate with higher-level support teams to ensure seamless issue escalation and resolution.
Communication: Communicate technical information in a clear and understandable manner to users with varying levels of technical proficiency.
Provide regular updates to users regarding the status and progress of their reported issues.
Customer Service: Deliver exceptional customer service by addressing user concerns empathetically and professionally.
Maintain a positive and friendly demeanor, ensuring a positive user experience throughout the support process.
Training and Self-Improvement: Stay updated on the latest technology trends, software updates, and troubleshooting techniques to enhance technical knowledge.
Participate in training sessions and workshops to improve skills and stay aligned with company procedures.
Job Type: Full-time
Salary: RM3,800.00 - RM4,200.00 per month
Schedule:
- Day shift
- Weekend jobs
Ability to commute/relocate:
- Penang Hill: Reliably commute or planning to relocate before starting work (Required)
