Hybrid Technical Support Representative, Mandarin Speaking

at Emerson

• Job title: Technical Support Representative, Mandarin Speaking
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bayan Lepas, Malaysia

About the role

• Technical Support Representative providing technical assistance to customers for NI products. Handling support requests and ensuring customer success through effective communication and problem-solving.

Responsibilities

• Creates and routes technical issues for all customers
• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.
• Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
• Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Learns and adopt Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Requirements

• Alternatively, currently pursuing a bachelor’s degree in an engineering or science-related field, such as IT, electronic engineering, automotive, manufacturing support or other.
• OR having 1+ year of experience working in a Technical Support position.
• Intermediate or advanced English level and Mandarin language, oral and written.

Benefits

• At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow.
• We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams.
• Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive.
• Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact.
• We believe diverse teams, working together are key to driving growth and delivering business results.
• We recognize the importance of employee wellbeing.
• We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more.
• Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.