Technical Customer Support

Job Description Important note before apply: Must be able to work in Penang (Bayan Lepas Area)
Must be able to work for 12 hours shift (rotational - morning/night)
This is contract position for 1 year. (Renewable depends on performance)
Must be able to speak well in English. Support for US customer.
At least, one year working experience in IT Helpdesk.
Technical skill is a must.
Job Summary:
Resolves problems with customers via telephone, email or chat sessions using technical product knowledge and interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates as directed. Develops an understanding of multiple applications and platforms.
Job Description:
Communicates basic technical solutions to customers using effective communication, listening and comprehension skills.
Fully documents customer interactions in real-time.
Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments.
Identifies and escalates complex problems under direct supervision.
Works on a limited variety of problems of limited scope using defined procedures and practices.
Collaborates with fellow technicians and supervisor to solve problems.
Familiarizes self with new technologies, products and platforms.
Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers.
Demonstrates strong customer service, communication and problem-solving skills.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified.
Job Requirement:
Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
At least 1 year of working experience in the related field is required for this position.
Basic IT Support background/ experience
Customer service values / orientation
Solid professional work behaviors (attendance, teamwork, time management)