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KOREAN SPEAKING TECHNICAL SUPPORT ENGINEER [YL2522-28]

Job title: KOREAN SPEAKING TECHNICAL SUPPORT ENGINEER [YL2522-28]
Location: Penang
Specialisation:
Salary: RM5,500 - RM6,500
Reference: PR/146877
Contact details: Yuki Lim
Contact email: Yuki.Lim@jac-recruitment.com
Job published: January 11, 2022 14:30
Job Description:
  • Assist customers in solving engineering/scientific challenges by solving technical issues
    Probe, replicate and troubleshoot customers’ technical issues
  • Maintain high standard in quality of service, while meeting Service Level Agreement (Average 90% or above in customer satisfaction survey)
  • Provide effortless technical support via a digital channel
    Captures and documents knowledge to enable self-service resolution. Adopt and apply the latest Knowledge-Cantered Service (KCS) methodology to every customer engagement.
  • Leverage previously acquired technical experience, and make continuous improvements on the contents for maximum efficiency and effectiveness of digital, web-based support
  • Accelerate customers’ business by fostering team proficiency of company products within the customer organization
  • Identifies and anticipates technical gaps within the customer organization and works with management to build the product, system, or technical expertise.
  • Educates customers through technical support engagements. Guides customers through basic product start-up, application troubleshooting, and/or maintenance of solutions.
  • Identify quality, feature, or user experience gaps and feedback to relevant functions on every customer engagement
  • Escalates complex technical issues internally to the appropriate group while maintaining ownership of customer interaction.
  • Serves Sales, Support and Services organization as the point of escalation for technical issues related to products
  • Co-work with R&D in troubleshooting complex issues, identify design or manufacturing issues and produce best possible resolution or workaround