Technical Customer Support, Support II

Location: Penang, Malaysia; hybrid work

Company

A technology company developing smart solutions for customers and business partners.

What you will do

• Resolve customer issues through telephone, email, and chat using technical product knowledge.
• Troubleshoot applications, products, vendors, and customer environments.
• Document customer interactions and technical issues in real time, including content authoring when needed.
• Analyze and correct product issues and malfunctions across multiple applications and platforms.
• Manage multiple tickets involving a range of technical problems and escalate complex cases.
• Collaborate with technicians and supervisors to solve complex problems and communicate technical issues clearly.

Requirements

• Technical product knowledge and the ability to understand product functions, features, and customer environments.
• Strong customer service, communication, listening, comprehension, and problem-solving skills.
• Ability to troubleshoot and resolve problems of moderate scope with limited supervision.
• Ability to manage multiple technical support tickets and document interactions accurately.
• Ability to explain technical issues in clear, accessible terms to customers and management.
• Leadership qualities and the ability to collaborate with fellow technicians and supervisors.

Culture & Benefits

• Hybrid work and flexible working arrangements.
• Adaptable working hours.
• Summer Flex Fridays and Focus Fridays.
• Annual companywide well-being day supporting work-life balance and revitalization.
• Opportunities for learning, leadership, and professional development.