Technical Support Specialist

As a growing electronics company, we are in search of a candidate who can demonstrate their expertise in establishing a solid foundation for our service team, particularly in the areas of product refurbishment and cannibalization. This role also involves serving as the go-to technical resource for our customer service team, aiding them in delivering top-notch troubleshooting solutions for our customers to ensure a seamless and speedy resolution.

This individual will serve as the cornerstone of technical hands-on knowledge for PRISM+ products. They will be responsible for offering technical assistance, guidance, and support to both individual consumers and businesses encountering issues with our technical, hardware, and software systems. The selected candidate will play a pivotal role within PRISM+ Malaysia and will report directly to the Technical Support Lead.

Responsibilities of Technical Support Specialist but are not limited to:

• Hands-on troubleshooting, restoration and repair of PRISM+ products range in the RMA office.

• Be on-site to conduct diagnosis on PRISM+ product issues and provide technical resolutions for customers as and when required.

• Supporting other departments on product technical issues/guidelines – by proper process of problem identification, investigation and/or troubleshooting to provide the required solution(s).

• Maintaining records of repairs and fixes in the system per Company’s requirement for future reference.

• Participating in audit stock count in the warehouse, product certification, retrofit and parts identification activities.

• Coaching and mentoring new hires in terms of product knowledge and technical support skills

• Setting up, maintaining and resolving issues of IT asset/equipment and peripheral devices in Company offices and retail outlets.

• Assisting delivery team in the office during products delivery and pick up.

• Keeping workstation and tools in orderly manner.

Requirements

• Diploma in Electronics/Computer Engineering, or any relevant course of studies

• At least 5 years’ experience of Technical Support role in fields relevant to this position, having led the function for a minimum of 3 years.

• Strong understanding of technical and product specification standards of PRISM+ product range.