Specific Duties and Responsibilities

The Technical Support Agent will perform the functions outlined below:

• Delight customers by providing timely, expert advice
• Resolve technical support inquiries with speed and precision
• Use written and verbal communication to help educate our customers on the Medallia platform
• Escalate cases to the next tier of support as needed
• Create and update knowledge articles
• Mentor Technical Support Agents to help reduce next tier escalation

Qualifications

• Minimum of 1-2 years of experience as a Technical Support Agent or 3-4 years in a customer-focused, support environment
• Excellent written and verbal English required
• Proven track record of driving change focused on improving the customer experience
• Ability to use and create knowledge articles, with an extreme level of attention to detail
• Ability to train others about technical concepts and issues
• Ability to work a flexible schedule Experience with JavaScript, HTML, and XML
• Foreign language fluency is a plus 

For more the information please contact our consultant:

Ms Phuong

02839154343 ext 113

  phuong.nguyen@firstrecruitment-asia.com

Ms Susan

02839154343 ext 111

  susan.ho@firstrecruitment-asia.com