Product Support Associate

Job Description

  • Product Support Associate will provide technical and network problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, verifying proper configuration, assisting with navigating around application menus and troubleshooting system setup issues. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. Representatives will perform related work as required
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve issues involving internet connectivity, system setup, user configuration and more
  • Accurately process and record call/mail transactions using a computer and designated tracking software
  • Stay current with system information, changes and updates
  • Participate in system configuration
  • Create support and training documents for internal and external users
  • Performing quality assurance controls on product release
  • Suggesting product enhancements to improve user experience

Requirements

- Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in - - Computer Science/Information Technology or equivalent. - Fluent in English both written and spoken - 3 Years of System Support or Product Support experience - Required Skills: XML, HTML, Microsoft Office, Word, Excel, PowerPoint, etc - Diligent and team spirited - Good self-learning skill - Excellent organizational and time management skills - Ability to prioritise work

Salary

4K ~ 6K MYR / month

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