Responsibilities:- Dealing with incoming customer complaints in a professional, courteous manner via email
Taking ownership of faults and managing them in a logical and methodical manner 24x- Correctly logging incidents and faults, categorising and prioritising in line with procedures
Conducting full e2e diagnostics to enable first point of contact fault resolution
- Ensuring all faults are progressed & cleared within SLA escalating to other internal and external teams as appropriate
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress- Diagnosing and resolving problems to the customers satisfaction
Maintain and develop own knowledge and skills to assist with first time fault resolution
- Identify and escalate repeat issues or service delivery into service management teams
Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
Education: Bachelor Degree in Computer Science or Electrical/Telecom Engineering- 1-2 years of working experience in the IT/Telco industry
Familiar with working on MS Word, Excel, Power Point
- Keen interest in networking and 5G technology
Must be able to demonstrate a customer first approach to support- Ability to liaise and communicate confidently and professionally with customer representatives at all levels
Natural aptitude for trouble shooting & problem solving
- Solid experience in a helpdesk or technical support environment
Highly organised and able to work on own initiative to complete the range of tasks required- Flexible and willing to work outside core business hours as required
Job Types: Full-time, Contract
Contract length: 12 months
Pay: RM2,300.00 - RM2,800.00 per month
Benefits: Professional development
Schedule:
Supplemental Pay:
Ability to commute/relocate:
- Tun Razak Exchange: Reliably commute or planning to relocate before starting work (Required)
Language:
* English (Required)
