Technical Support (Level 1)

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products, warranty support, services- Gather customer's information and determine the issue by evaluating and analyzing the symptoms- Diagnose and resolve technical hardware and software issues- Research required information using available resources- Follow standard processes and procedures- Identify and escalate priority issues per Client specifications- Redirect and document problems to appropriate resource (escalations)- Accurately process and record call transactions using a computer and Sales Force CRM- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business- Stay current with system information, changes and updates- may be asked to sell additional products or services- Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.**Salary**: RM2,000.00 - RM2,800.00 per month