Customer Service Technician

About the role

ASUS is looking for a Customer Service Technician to support its service centre. The role covers onsite requests, diagnosing customer-reported technical problems and managing in-house RMA cases, in a fast-paced environment.

Key responsibilities

• Oversee daily onsite requests so they are responded to and scheduled.
• Diagnose errors reported by customers by call and decide whether to order parts, repair or test.
• Manage and monitor in-house RMA cases, making sure they are assigned and followed up.
• Handle technical escalations, giving the technical team the information and test results needed for resolution.
• Keep proper memos and follow up on them.
• Analyse weekly onsite KPI findings and propose action plans.
• Understand customer needs and give appropriate recommendations or briefings.
• Cooperate with the team leader and colleagues, sharing information across the team.
• Build positive relationships with customers and follow all company filing procedures and protocols.

Required profile

• NITEC in Computer Science / Information Technology, or equivalent qualification.
• At least 2 years of professional experience in a similar capacity.
• Able to work alternate 5.5 days per week in a service-centre environment.

Required skills

• Strong ability to prioritise and multi-task in a fast-paced environment.
• Good communication and customer service skills.
• Technical knowledge or background in computers is a must.