Requirements & Qualification
- Certification or Diploma in Software, Business Administration/ Information Technology/ Computer Science, with at least 1 years of work experience in a similar role but not always required.
Possess a professional certificate is desirable (e.g IBM IT Support Profession, Google IT Support Professional, CHDP,MOS Certification, CompTIA IT Fundamentals, CCSS, CCXP, CST, CSR)- Experience with remote desktop applications and help desk software.
Familiarity with customer support procedures and protocols.
- Strong communication skills to serve as the first point of contact for client inquiries and support requests.
Ability to gather and document client issues accurately and in detail.- Proficiency in providing timely responses and resolutions for basic client issues and inquiries.
Knowledge of common troubleshooting steps and the ability to assist clients with them.
- Experience in creating and maintaining support tickets to track client interactions.
Ability to prioritize and categorize tickets to facilitate efficient issue resolution- Basic understanding of product functionality and the capability to offer basic product information and guidance to clients.
Ability to direct clients to relevant resources, documentation, or Tier 2 Support when necessary.
- Effective communication skills to interact with clients professionally and positively.
Ability to follow up with clients to ensure issue resolution and satisfaction.- Knowledge of when and how to escalate complex issues to Tier 2 Support for further assistance.
Familiarity with relevant software tools and systems used for client support.
- Ability to adapt to changing client needs and support requirements.
Strong commitment to delivering a positive client experience and resolving basic client inquiries and issues.- Ability to work effectively as part of a customer support team and follow established support procedures and protocols
Job Description- Serve as the first point of contact for client inquiries and support requests.
Gather and document client issues, ensuring accurate and detailed information.
- Provide timely responses and resolutions for basic client issues and inquiries.
Follow established support procedures and protocols.- Create and maintain support tickets to track client interactions.
Ensure that support tickets are accurate and up to date.
- Prepare process and procedure within the section that is required to optimize operations, enhance efficiency, and ensure alignment with organizational goals and standards.
Prioritize and categorize tickets to facilitate efficient issue resolution.- Offer basic product information and guidance to clients.
Assist clients with common troubleshooting steps.
- Direct clients to relevant resources, documentation, or Tier 2 Support when necessary.
Communicate effectively with clients, ensuring a positive and professional experience.- Follow up with clients to ensure issue resolution and satisfaction.
Escalate complex issues to Tier 2 Support for further assistance.
Job Type: Full-time
Pay: RM3,
- 00 - RM3,500.00 per month
Benefits: - Free parking
Health insurance Opportunities for promotion
Schedule:
Supplemental Pay:
* Yearly bonus
Education:
- Diploma/Advanced Diploma (Preferred)
Experience:
- IT support: 1 year (Preferred)
Expected Start Date: 08/26/2024
