Overview

• Salary

  4,600 MYR ~ 5,500 MYR

• Industry

  IT/Telecommunications

• Job Description

  - Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
  - Provide technical support on operational or maintenance of a personal computers/Applications/ other products/peripherals using documented procedures and available tools
  - Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  - Investigate first line incidents assigned and identify the root cause of incidents and problems
  - Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
  - Responsible to meet customer SLAs agreed in place
  - Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level to resolve the issue to the customer's complete satisfaction
  - Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
  - Monitors client infrastructure and solutions