We’re looking for an tech-enthusiast to join our team as a Technical Support Specialist. In this role, you’ll be supporting our clients both online and onsite in their smart home devices, configurations, and set up.
Job Responsibilities
- Providing high level technical support to customers through WhatsApp CRM, phone calls, and emails
- Handling and organizing technical support channel, including ticket statuses
- Ensure timely response to clients in accordance with SLA
- Handle returns, exchanges, and warranty
- Conduct diagnostic tests on products
- Create diagnostic procedures, support documents, and frequently-asked-questions and answer templates
- Supporting sales team with technical support for prospective customers
- Onsite visits to customers to troubleshoot and solve problems
- Onsite visits to set up, configure, and maintain customer smart home systems
Requirements
- Minimum ITE or Diploma qualifications in Information Technology or other relevant fields.
- At least 2 years of experience in helpdesk support or related roles.
- Proficient in wireless (Wi-Fi) and wired (Ethernet) networking, with strong understanding of DHCP, DNS, and IP networking protocols.
- Good analytical and problem-solving skills.
- Able to communicate effectively with clients verbally and online.
- Must be able to travel to meet clients at their premises.
- Familiarity, experience, or technical competency with smart home systems a huge bonus – even if it’s your own system at home.
Others
- 6 day work week - may require weekend availability
- Role requires flexibility to work at two locations as required:
- Factory at 9 Gul Street 4
- Showroom at 24 Keong Saik Road
- Training provided
- Good learning environment
