Post a Job Free
4 viewsTalent
Prem R. — Junior Technical Support Specialist from Malaysia

Prem R.

Junior Technical Support Specialist

Malaysia 1-2 years
Open to offersNew to Platform
Languages
English
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

Prem R. is a highly proficient Technical Support Specialist and Virtual Assistant with more than three years of experience within fast-paced and international environments. He has excelled as a Technical Support Advisor at Pulse Eight in the UK, effectively managing end-to-end troubleshooting for audio/video matrix hardware with a strong focus on First-Time Resolution (FTR). Prem collaborated with engineers to develop technical user manuals and improve support processes, drastically reducing response times. At Concentrix Malaysia, he consistently exceeded contractual KPIs and SLAs, leveraging data integrity skills to maintain precise call tracking databases and enhance client projects. Proficient in tools like CRM Systems and remote troubleshooting software, Prem is adept in cross-functional collaboration and delivering customer success through chat, email, and voice. His educational background in computer studies and multimedia management further accentuates his technical expertise and capability in both technical writing and CRM management.

Experience

  • Advisor I, Technical Support

    Concentrix Malaysia · 2024 — 2026
    Achieved and surpassed contractual KPIs and Service Level Agreements (SLAs) for various global client projects. Employed advanced decision-support tools to clarify client requirements, facilitating accurate and rapid resolutions. Ensured data integrity by meticulously maintaining a call tracking database, documenting customer interactions for future review. Built strong relationships with customers through empathetic communication and professional greeting techniques, enhancing customer satisfaction scores.

  • Technical Support Advisor

    Pulse Eight (UK) · 2023 — 2023
    Managed comprehensive troubleshooting for clients regarding high-end audio/video matrix hardware while adhering to a strict First-Time Resolution (FTR) policy. Collaborated with product designers and engineers to produce technical documentation and user manuals, enhancing the onboarding process for new clients. Identified recurring technical issues and optimized the support ticket process, leading to faster response times. Served as a trusted advisor, ensuring client satisfaction through careful follow-up on complex RMA procedures.

Interested in this professional?

Sign in as an employer to save this profile or invite Prem R. to a job.

Sign in as an employer