Responsible to provide Technical Support over-the-phone and email, troubleshooting with customer's computer hardware, software, network and ISP.
Key Duties
Provide technical phone support to customers
Resolve Customers technical queries in a timely manner
Activate on-site repair with part recommendation or trigger replacement in event of genuine hardware failure
Case management and follow up till closure
Provide accurate and understandable info to customer remotely
Troubleshooting with customer’s computer hardware, software and network
Ensure customers issues/complaints are addressed or escalated to next level
Maintain high level of customer satisfaction
Maintain accuracy in logging or updating call details in call tracking tools
Be familiar with customers service policy, processes, product, technical specs and escalation channels
Requirements:
For Technical Support - Australia
Possess at least 2 years experience working as a Technical Support Representative troubleshooting ADSL technology or any similar related technical call centre support experience
Those with 1 yr experience supporting the Australian / NZ market would have advantage
Excellent English communication skills both written and oral with a neutralized accent
Technical knowledge in PC troubleshooting & ADSL technology would be added advantage
Degree holder preferably ECE or IT
Cisco Certified (CCNA) or completed several modules for CCNA, preferred but not compulsory for Business Support
Willing to work on rotating shift
In addition to an attractive remuneration and benefits package, we also offer excellent career prospects in a dynamic team environment to successful candidates. Interested applicants, please e-mail your full resume with photograph, current & expected salary to staffing.my@pacnet.com
