Location(s): Johor Bahru
Modes of Employment: full time
Task Area: Service and Support
We are looking for a competent Help desk technical support to provide technical assistance to our range of warehousing and logistics systems for our customers in Asia. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technical support must have a good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must be customer focus, service-oriented and keen in problem-solving.
Serve as the first point of contact for customers seeking technical assistance related to systems, software and hardware over the phone.
Perform troubleshooting through remote diagnostic techniques and relevant questions.
Determine the best solution based on the issues and problems described and provided by the customers.
Walk through the problem-solving process with the customers.
Logging and keeping records of the customers’ queries and incidents.
Direct and/or escalate unresolved issues to the next level of support personnel, for instance to deploy a Field Service Engineer to site for further diagnosis and troubleshooting.
Collect any feedbacks or suggestions from customers and pass on to the appropriate internal team or department.
Inform Management of recurring problems.
Willingness to travel internationally (approximate 5-10%).
Technically trained, preferably in the field of automation technology and IT.
Proven experience as a Help Desk technical support or other customer technical support environment.
Possess problem analysis and solving capabilities.
Technical knowledge of automation products and remote controls (automation and IT).
IT knowledge in C, C++, Java or Oracle – basic to intermediate level.
Ability to diagnose and resolve basic technical issues.
Excellent communication skills with proficiency in English (verbal and written). Able to speak in other languages will be of added advantages.
Customer-oriented and cool-tempered.
Good understanding of logistics control processes in industries such as F&B, Healthcare & Cosmetics, Retail, etc.
Able to work independently, prioritize and find answers to new questions.