To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
To achieve KPI targets, follow defined processes and adhere to ITIL delivery & quality standards, regulatory requirements and company policies.
To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
Requirements:
Bachelor's degree or equivalent in Information Technology related field.
Strong communication and problem-solving skills.
Must be able to multitask.
Must be able to speak, read and type in Simplified Chinese and English.
Ready to work on 24x7 rotational shift and Malaysia Public Holiday.
Familiar with laptop/computer operating system and Microsoft Office.
Familiarity with ITIL practices or IT Service Management is an advantage.
No work experience required; fresh graduate is welcome to apply.
