Job Description

Job Summary:

Call Centre Assistant is responsible for providing technical support to TM NOC. The primary goal is to resolve technical issues, answer queries, and ensure TM NOC satisfaction while adhering to IT industry best practices.

Responsibilities:

Handle incoming and outgoing TM NOC calls and emails professionally and courteously, addressing inquiries, concerns, and requests for 24x7. Accurately document all TM NOC interactions, including the description of the issue, troubleshooting steps taken, and solutions provided and provide new Trouble Ticket (TT Number) to TM NOC. Ensure that all support interactions meet established service level agreements (SLAs) and quality standards. Notify and escalate to Airstar Technical Team and request for technical support detail. Conduct follow-up by calls or emails with TM NOC in every 10 minutes or depend on priority between TM NOC/Airstar Engineer to ensure that technical issues have been resolved to their satisfaction and offer additional assistance as needed. Report back to TM NOC and Airstar for every close Trouble Ticket (TT Number). Collaborate with fellow Call Centre team members to share knowledge, best practices, and solve issues.

Qualifications:

Minimum SPM.

Able to communicate in Bahasa Melayu and English verbal and written.

Working Conditions:

Typically based in technical office in Batu Caves.

Able to work in shifts, including weekends, holidays and Public Holiday (rotation).

Extended periods of computer usage and phone support.

Job Type: Full-time

Pay: RM1,500.00 - RM1,800.00 per month

Benefits:

Health insurance Maternity leave Parental leave Professional development
Work Location: In person