Customer Service (cloud Services Technical Support) L1 & L2
Kota Damansara, Malaysia
Job Description
b'
Job Overview: The Experience Champion/Agent will provide outstanding service as the primary point of contact for customers regarding products and services related to the client program. Responsibilities and Duties:
- Provide support to end-users related requests or inquiries concerning General Inquiries, User Support, Guidance on Standard Workflows.
- Assists customers in system navigation, error investigation, and business related to system functionalities.
- L1 Agents: Ensure timely escalation to L2 Agents.
- L2 Agents: Manage escalation process of L1 issues and mentor L1 to help them understand more complex issues/configurations.
- Enhance customer experience and satisfaction.
- Resolve customer issues via first interaction resolution guidelines and/or escalated process.
- Meet or exceed KPIs.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
- Handling of proper Call or interaction disposition.
- Diploma or Bachelors (preferably in Computer Science/Information Technology, or any equivalent).
- L1 Agents: Knowledge on basic Troubleshooting, network configuration, and Linux.
- L2 Agents: Strong knowledge on complex troubleshooting and mentoring. Familiarity with Cloud-hosted applications or large-scale application deployments. Familiarity with emerging cloud/cloud container technologies. Kubernetes certification is highly preferred.
- Must pass language and comprehension tests.
- Must be willing to work in rotational shifts.
- Must pass behavioural assessment.
- Ability to type at least 40WPM with 80% accuracy.
- Ability to effectively navigate PC/laptop.
- Good email etiquettes.
- Demonstrate core competencies including service orientation, persistence, and tactful problem solving.
- Salary Range: L1 Agents: RM3,200 \xe2\x80\x93 RM3,400 | L2 Agents: RM4,600 to RM5,000
- Work Location: Guoco Tower, Damansara City KL
- Working Hours: Rotational Shift
- Target Start Date: Immediate
- Additional leave
- Cell phone reimbursement
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Rotational shift
- Performance bonus
- Yearly bonus
- Diploma/Advanced Diploma (Preferred)
- Kubernetes Certification (KCNA/CKAD/CKA) (Preferred)
- Health insurance
Beware of fraud agents! do not pay money to get a job
MNCJobz.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD915013
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationKota Damansara, Malaysia
-
EducationNot mentioned