Overview

• Salary

  5,000 MYR ~ 6,000 MYR

• Industry

  Call Center

• Job Description

  - Effectively resolve enquiries from first line service desk in a considerate, accurate, and timely manner
  - Manage Incident & Request life cycle
  - Response and Manage Incident & Request from customers
  - Manage and ensure ticket quality
  - Monitor SLAs
  - Monitor and follow up pending tickets
  - Decide on tickets priority upgrade/downgrade
  - Comply to processes
  - Manage Incident and Service Requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
  - Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up
  - Monitor event & notification dashboard
  - Ensure customer KPI and SLA requirements are meet
  - Execute service and process improvements driven by Service Delivery Lead
  - Ensure quality, corrective actions and Improvements are implemented successfully
  - Review and update client’s documentations including scripted solutions, work instructions templates
  - Document additional Knowledge including technical processes Document, maintenance and update of user/internal manuals and FAQs
  - Manage escalation (based on defined criteria to trigger Service Delivery Lead)
  - Manage escalation from first line service desk, work closely with client or partner vendors to investigate and identify the issues and resolve the problems
  - Collaborate with the client’s product development and QA teams to test new features, functions and specification changes
  - Ensure Shift handover success
  - Give feedbacks to Service Delivery Lead