Position Description

Post-Sales Technical Support
Department SALES
Location(s) Malaysia - Kuala Lumpur
Employment duration Full time
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Post-Sales Technical Support

Life is different at N3. We are driven by our passions and propelled by our quest to innovate, thrive and learn. We are the tastemakers of technology, transforming the way the world works and shaping the future of business. We work hard. We play hard. We make moves. Here, success is no accident. It’s ours to grow.

N3, Part of Accenture.

Post-Sales Technical Support

Job Content:

Accept consultation from overseas customers in terms of telephones answering, work order, IM group, etc. Provide solutions to customers according to the corresponding process and product business situation and create service records.

  Key points:

  1. Provide customers with complete and accurate solutions and product information. Solve customer problem to achieve high quality services
  2. Promote continuous optimization of product functions and improve user experience through feedback of product problems and suggestions for optimization
  3. Take the customer-oriented initiative to follow up customer service. Actively coordinate internal resources to solve customer problems and improve customer satisfaction and loyalty.
  4. When problems occurred, take the initiative to summarize the reasons, develop knowledge base, and improve service ability.
  5. Provide 24*7 timely (shifts) and professional responses to answer customers' questions based on post-sales IM group, telephone, work order and other service channels.
  6. Analyse and deal with network/load balancing/content acceleration/server/storage/database and other issues based on customer application scenarios.
  7. Continuously learn and improve the level of professionalism, constantly improve FCR (First contact resolution), and provide professional and technical services to customer satisfaction.
  8. Actively understand and identify client's urgent and important incidents and escalate the incident in accordance with the standards, which avoid amplifying client' losses.

Requirements:

    1. Minimum Degree.
    2. Work experience in call centre environment; 1-3 years (Level 1) or 3-5 years (Level 2).
    3. If possessed other language skill(s) other than English: i.e., Cantonese, Mandarin, Bahasa Malaysia, Bahasa Indonesia, Vietnamese, Thai, Tagalog and Hindi; will be a great advantage.
    4. Possessed any Cloud Engineer Certification will be an added advantage.
    5. Willing to work on shift, legal holidays and other special time schedule.
    6. Good ability in data analysis and summarizing things.
    7. Have passion to the internet and grasp some understandings of internet products. Work experience in Cloud computing industry is preferred.
    8. Understand TCP/IP protocol and Linux system administration, as well as use of the tools for debugging problems and performance tuning.
    9. Understand the technical principles and common solutions of DNS/LB/CDN/DB/Security attack and defence/disaster recovery architecture/high concurrency optimization knowledge.
    10. Good communication, presentation and logical thinking skills, good sense of service and cooperation, strong sense of responsibility and willing to work under pressure.
    11. Quick learner who can work under pressure and overcome challenges.

Equal Employment Opportunity
N3 recruits, hires, and promotes for all positions without regard to race, religion, color, national origin, gender, age, sexual orientation, gender identity and/or expression, handicap or veteran's status. All terms and conditions of employment such as compensation, benefits, work assignment, availability of facilities and privileges of employment are administered on the same basis of equality. 

Data Protection Requirement

  • Adhere to all N3 Data Protection policies, standards, and procedures per your role. Take required continuing education courses in Data Protection at N3 for your role.

Equal Employment Opportunity

N3 recruits, hires, and promotes for all positions without regard to race, religion, color, national origin, gender, age, sexual orientation, gender identity and/or expression, handicap or veteran's status. All terms and conditions of employment such as compensation, benefits, work assignment, availability of facilities and privileges of employment are administered on the same basis of equality.

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