Technical Customer Support, Senior
MY-Penang
APAC
Req #: 108715
Type: Employee|Employee|Regular Full-time
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Overview: Resolves problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Troubleshoots and addresses highly complex issues as escalated by the team. Supports the effective operation of the Technical Support Team. Responsibilities: * Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills. * Resolves escalated and complex technical issues. * Develops and improves processes and tools and contribute to platform development. * Analyzes and prepares reports on effectiveness and efficiency of support center. * Resolves a diverse range of complex problems where analysis of data requires evaluation of a variety of moderately complex factors. * Maintains contact with vendors and internal technical team. * Builds relationships with business leaders, technology business partners and customer support technicians. * Demonstrates ability to articulate complex technical issues in simple to understand terms to both management and customers. * Demonstrates ability to support less experienced agents and serve as an escalation point * Demonstrates strong customer service, communication and problem solving skills Qualifications: Preferred Education * Bachelor's Degree or equivalent vocational qualification / experience Preferred Work Experience (years) * 5-8 years of experience Key Skills and Competencies * Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook * Customer service values / orientation * Solid professional work behaviors (attendance, teamwork, time management) * Strong Communication skills (listening, providing clear and concise information, using proper language and grammar) * Intermediate to advanced skills in delegation and follow up * Full knowledge of job related knowledge and procedures Position Specific Information Travel Requirements: 10% FLSA (U.S. only): Non-exempt Physical requirements and working conditions will vary by position and should be described as appropriate.
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