Posting date: 02-08-2018 | Closing date: 00-00-0000
Emerio Malaysia Sdn Bhd
Emerio, an NTT Communications company, is a leading IT solutions and services organisation with deep roots in South East Asia. We provide a suite of solutions and IT services for Banking, Insurance, Telecommunications, Utilities, Education, Government, Hospitality and Social Services verticals. We have been consistently delivering high quality services with our in-country and right-shored teams of domain and technology experts for more than 19 years.
Technical Support - Mandarin Speaking
(Cyberjaya, Selangor )
Job Descriptions

Position Title

MANDARIN Speaking Technical Helpdesk Associate


Details Job:

1.       Respond to calls |emails|chats received from customer and address the customer needs or route the request accordingly

2.       Provide technical support on operational or maintenance of a personal computers|Applications| other products| peripherals using documented procedures and available tools

3.       Use appropriate troubleshooting techniques by using the relevant FAQ‘s and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises

4.       Responsible to meet customer SLA’s agreed in place

5.       Responsible for setting customer expectation and escalate issues in case of need|process related to the higher level in order to resolve the issue to the customers complete satisfaction |n6.:Appropriately log all calls accurately in helpdesk database| CRM |ticketing system for proper customer management

6.       Perform ad-hoc tasks as assigned from time to time.



Desired Skills (Good to Haves):

1.       Candidates should be willing to work in shifts depending upon the business requirement (the shifts can be 8 hrs|12 hrs, Day|Night|custom coverage hrs).

2.       Bilingual English and other Asian language (Mandarin)

3.       Minimum 2 years hands on experience in helpdesk job or call center.

4.       Working knowledge of fundamental operations of relevant software, hardware and other equipment

5.       Knowledge of relevant call tracking applications

6.       Knowledge and experience of customer service practices

7.       Possessed strong interpersonal skills and soft skills.

8.       Writing, spelling and grammar skills to maintain case notes and to send documents.

9.       Ability to listen and comprehend customers.

10.   Familiarity on a phone system.

11.   Working experience in IT system or Technical Support or understands procedure and process flow in a helpdesk environment.

12.   Decent typing skills, minimum 20 words per minute.


1.       Provide desktop support for users

2.       Support Windows and client specific applications

3.       Troubleshoot and resolve

4.       Escalate and coordinate with other IT departments as required



Job Requirements

Minimum Skills (Must Haves):

1.       Minimum Diploma in IT field.

2.       Minimum 1 year of Technical SupportSkills

3.       Intermediate Computer skills

4.       Keyboard Skills – 30 wpm and above

5.       Good Customer Service Skills



Only shortlisted candidates will be notified.

Interested applicants are invited to write-in / fax-in / email with comprehensive resume including current and expected salary to:

Emerio Malaysia Sdn Bhd
63000 , Cyberjaya

: 3000-3400
Employment Type
: Full Time
No of Vacancies
: 1
Min. Qualification
: Diploma/Certificate
Min. Experience
: 1 Year(s)