Scicom MSC Berhad Hiring! Full Time Specialist Technical Support - Vietnamese in Federal Territory - Ricebowl

Job Description – Specialist Technical Support (Vietnam Speaker)

Location: Kuala Lumpur

Join Our Technical Support Team – Build Your Career in a Global Technology Environment

Are you passionate about technology and helping customers solve technical issues? We are looking for Vietnamese-speaking Specialist Technical Support professionals to join our growing team in Malaysia.

This role offers more than just employment—it provides an opportunity to build a rewarding career with exposure to global customers, advanced technologies, structured learning, and long-term career progression within a dynamic technical support environment.

If you enjoy troubleshooting, customer interaction, and technology problem-solving, this role may be the right fit for you.

Why Join Us?

We believe in investing in our people and providing an environment where employees can grow professionally and personally.

Benefits & What We Offer

• Competitive salary package
• Performance Related Allowance (Quarterly) based on KPI achievement
• Relocation and visa support for overseas hires (where applicable)
• Structured onboarding and technical training
• Career development and internal mobility opportunities
• Exposure to international customers and global operations
• Multicultural and collaborative work environment
• Continuous learning and technical upskilling opportunities
• Long-term career growth within technical and operational functions

Job Summary

The Specialist Technical Support (Vietnam Speaker) is responsible for delivering high-quality technical support to customers through phone, email, and digital support channels.

This role focuses on diagnosing and resolving technical issues while ensuring excellent customer experience and service quality standards are consistently achieved.

The successful candidate will provide professional troubleshooting support, manage customer expectations, and ensure cases are handled within established service level agreements (SLAs).

Key Responsibilities

Technical Support & Troubleshooting – 70%

Provide remote technical support for hardware, software, and operating system-related issues

Diagnose and troubleshoot technical problems effectively

Support customers through phone, email, and approved support channels

Guide customers through troubleshooting and issue resolution steps

Escalate unresolved or critical issues to higher support levels when required

Maintain accurate and complete case documentation in ticketing systems

Ensure cases are managed and resolved within SLA requirements

Customer Experience & Communication – 20%

Deliver professional and high-quality customer service

Manage customer expectations and de-escalate challenging situations when necessary

Provide timely follow-up and updates on ongoing cases

Ensure positive customer satisfaction and service experience

Continuous Improvement & Team Collaboration – 10%

Participate in team collaboration and knowledge-sharing activities

Stay updated on products, technologies, and technical processes

Identify opportunities to improve service quality and operational efficiency

Support training and process improvement initiatives when required

Qualifications & Requirements

Education

Diploma or Degree in IT, Computer Science, Engineering, or related disciplines preferred

Fresh graduates with strong technical aptitude are encouraged to apply

Language Requirements

Fluent in Vietnamese and English (written and spoken)

Additional language proficiency is an added advantage

Technical Skills

Basic to intermediate understanding of computer hardware and software troubleshooting

Familiarity with Windows OS and Microsoft Office applications

Networking and internet troubleshooting knowledge is advantageous

Previous experience in technical support or customer service is an added advantage

Soft Skills

Strong communication and interpersonal skills

Customer-focused mindset

Analytical and problem-solving abilities

Ability to work in a fast-paced environment

Willingness to work rotational shifts, including weekends and public holidays if required