Location: Kuala Lumpur
Company: Consulting
Salary: Up to RM8.5k plus benefits and bonus.
Experience: 3 to 5 years of experience in either support or implementation role.
Open To: Malaysian. Candidate may need to travel to UK or Europe.
Location: Kuala Lumpur
Company: End User
Duration: 1 year
Starting Date: ASAP
Salary: Negotiable
Job Description: Responsible for the development, delivery, and management of hp based training programs. Provide direct support to customers, internal and external. Works with team and stakeholders to assess, plan, develop, evaluate, and assist with the implementation and delivery of sales and technical training programs. Improve productivity of sales agents.
Acquire presales technical knowledge on all HP products and technology relevant to the APCC support model.
Providing direct support to customers, internal and external, via incoming telephone calls or emails.
Responds to service, product, technical and customer relations?questions such as features and specifications on current and discontinued products, parts, and options.
Providing technical troubleshooting and configuration information/support on hp products and professional solutions to customers originating from unresolved escalated case issues received via telephone and written correspondence.
Acts as an escalation link for agents regarding product information and relays product related information, and directs calls to the appropriate area for resolution if unable to meet customer needs.
Responsible for the development, delivery, and management of hp based training programs, which may include Service, Sales, Product Information and Technology products and to customize solutions to meet target audience.
Responsible for the development of sales and technical training materials, including both traditional and media-based deliverables.
Works with team and stakeholders to assess, plan, develop, evaluate, and assist with the implementation of sales and technical training programs.
Delivers training to target audiences as appropriate, including corporate training, pilot courses, train-the-trainer programs, and initial delivery.
Liaise with Productivity Enhancement Manager and stakeholders to plan a formal training program for new and existing staff.
Work on the floor for a minimum amount of time each month to stay ?eality-based?
Carry on the role as researcher for the country/function for other products, PSG, IPG, ESG and/or any other products.
Ensure agent readiness on new process and application rollouts.
Monitor, coach and develop agents to improve their productivity.
Qualifications: Minimum Diploma holder required/Degree, preferably in Engineering, Computer Science and Electronics.
Experience: Minimum 1 year experience in hardware technical support role.
Prior Contact Center working experience preferable.
Coaching experience will be an added advantage.
Sales experience preferred.
Demonstrated practical interest/experience in IT Industry and inclination and interest to learn computer hardware.
Customer Service experience..
Skills: Knowledge of basic to advanced Telephone Communication.
Knowledge of IT industry, process management and product range.
Ability to interact with multiple levels of management & customers.
Ability to multi-task and work under tight timelines without undue pressure.
Able to react to change effectively and in a timely manner.
Self motivated and driven.
Language: Multiple language skills are required. Proficiency in the English language is mandatory (both spoken and written) and one foreign language.
