Min 1 year technical support experience
Proficient in Vietnamese and English
Must be able to relocate to Kuala Lumpur, Malaysia
Temporary work in Vietnam first for the 6 months until EP approve.
Responds to customer technical problems/issues related to hardware and networking via phone.
Assists customers by diagnosing problems and providing resolutions for technical service.
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
Applies Diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
Documents problems in the support solution database for diagnostics and solution implementation.
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Identifies, researches and provides input on unique or recurring customer problems.
Remains knowledgeable of product line, policies, and procedures.
Knowledge in how to interact with a Microsoft Windows Operative Systems and Basic Internet Tools.
Focuses on delivering a positive customer experience according to standards.
Monitors and tracks issues to ensure accurate resolution.
May be involved in revenue generation activities with current customers.
Reviews and distributes pertinent cross-functional information.
Escalates more complex customer technical issues to senior level support
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