Bilingual Technical Helpdesk - Team Leader
Full Job Description
We are seeking highly motivated and technically inclined individuals to join our dynamic
team as Fibre Broadband Technical Helpdesk Agents. In thisrole, you will be the first point of
contact for customers experiencing technical difficulties with their fibre broadband services.
You will be responsible for diagnosing and resolving customers broadband issues effectively
and efficiently, ensuring a high level of customer satisfaction.
Key Responsibilities:
• Receive and handle inbound callsregarding fibre broadband technical issues
• Diagnose and troubleshoot a wide range of 10G PON technical problems, such as
installation, Internet connectivity,slow speeds, ONT/router issues, Wi-Fi connectivity,
and voice problems remotely
• Provide clear and concise technical explanationsto customersin a professional and
friendly manner, ensuring timely resolution of issues
• Escalate complex issuesto higher-levelsupport teams asrequired
• Document all customer interactions accurately and completely in the CRM system
• Maintain a high level of customersatisfaction and strive to exceed customer
expectations
• Stay updated on the latest technologies, products, equipment, tools and services
offered by client and fibre broadband technologies
• Adhere to all company policies and procedures
Job Requirement:
• Good understanding of basic networking concepts(e.g. IP addresses, networking
protocols, equipment, and tools used in broadband and fibre networks)
• Basic understanding of networking concepts at the IP layer and some knowledge of
GPON (Gigabit Passive Optical Network) is preferred
• A strong desire to learn and develop technical skills in fibre broadband technologies
• Strong problem-solving and analyticalskills with a keen attention to detail
• Excellent communication and interpersonalskills, both written and verbal
• Patience and empathy in dealing with customer enquiries
• Proficiency in using computers and relevantsoftware applications
• Minimum 1 years relevant experience
• English (minimum CEFR Grade B2), with the ability to speak Malay and speak, read,
and understand Mandarin.
• Minimum Diploma holder.