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Technical Support Representative (Mandarin Speaking)

Copeland · Bayan Lepas, Penang, Malaysia

Location
Bayan Lepas
Job Type
Full time
Posted
June 03, 2026

Job Description

In This Role, Your Responsibilities Will Be:

  • Creates and routes technical issues for all customers 

    Handle inbound technical support requests (Phone, Email, Web).Validates customer entitlements and approves exceptions for unentitled customers.Dispatch out-of-TSR scope technical issues to the appropriate support and manage customer data records within our applications to ensure proper data integrity.

  • Resolves technical issues for customers across all account tiers

    Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
  • Captures and documents knowledge to enable self-service resolution Learns and adopt Knowledge-Centered Service (KCS) methodology.Enables customers to self-serve by creating and editing Knowledge based articles.
    • Wh...

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