R0007470: Customer Support Engineer (Fresh Graduate - IT)

Roles and Responsibilities:

• Provides technical and non-technical support to Trend Micro Home and Home Office users powered by Trend Micro Smart Protection Network cloud security infrastructure that stops threats in cyberspace or the "cloud" with their account management, product inquiries, and delivers the best solutions to product concerns
• Promotes Trend Micro products and services by servicing new and existing accounts and suggesting information on other Trend Micro products and services.
• Talk clients through a series of actions and solutions, either via phone, email or chat, until they've solved the technical/nontechnical concern or inquiry
• Takes first-line support via phone, email, and chat.
• Ensures all customer interaction are logged in the CRM Tool
• Prioritize and manage several open cases at one time
• Proactively shares knowledge through technical sharing and training, solution contribution, and self-service participation.
• Meets business objectives and team targets defined by SLA and Performance Development Scorecards
• Continuously improve and upgrade technical knowledge and skills through training.
• Use existing knowledgebase and contribute to improving solutions in resolving cases.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or related fields
• Knowledgeable in multiple platforms like (Windows, Mac, Android & iOS)
• Excellent oral and written English communication skills
• Shows genuine character and a team player
• Willing to work on shifting schedules
• Fresh graduates are welcome to apply
• Knowledge in GenAI is an advantage