概述

• 薪资

  8,200 MYR ~ 5,200 MYR

• 产业类别

  IT/Telecommunications

• 工作内容

  
  Location: Cyberjaya
  
  Job Scope:
  • Take and receive all customer calls in a professional and courteous manner as well as providing
  advice and support.
  • Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope and logged
  accordingly
  • Log all calls, using the designated call handling and ticketing system and entering detailed and
  accurate information
  • Take end to end responsibility of the logged requests and monitor work progress and service
  • evels
  • Provide incident, problem and complaint (escalation) management for the in scope services
  domain
  • Provide technical assistance to customers on the use of all PCs – encompassing desktop related
  hardware and software in accordance with service level requirements
  • Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals
  • Provide “First Time Fix” based on contractual scope and obligations
  • Ensure effective escalation and hand-over of customer enquiries/problems to the correct 2nd line group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner
  • Carry out appropriate level of technical investigation prior to escalating to the next level
  • Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group