Job Description

Location : 3rd floor, Infinite Centre, Unit L3-2, 1 Jalan 13/6, 46200 Petaling Jaya, Selangor.

Salary Package : RM3500 to RM4500 (Basic Pay), RM200 (Allowance) Medical & Hospitalization entitlement Training is provided Fully vaccinated applicants only Start date: 5th November 2025 Operation Hours : Mon to Sunday (5 Working Days & 2 Days off day - Including Weekends, and Public Holidays) Rotational shift basis; (refer below)
Rotational Shift basis

1.07:30AM to 04:30PM

REQUIREMENTS:

? Diploma/Degree in a Computer / IT related study is preferred.

? Must have at least 1 year of experience under Technical industry.

? Strong communication, organizational and interpersonal skills.

? Proficient in English, both oral and written

? Computer proficiency with Microsoft and Internet applications.

? Salesforce knowledge preferred.

DUTIES AND RESPONSIBILITIES:

? Accept open cases that are assigned by Queue Manager.

? Manage assigned open cases providing customer resolution within the SLA, i.e. providing

responses, and updates.

? Ensure case data and case comments are accurate and complete at all times.

? Utilize predefined and unique responses as required to call home alerts, in addition to

troubleshooting more complex issues as they arise.

? Utilize Remote and Diagnostics tools as needed to assist customer in basic troubleshooting.

? Follow pre-defined tasks and processes within the platforms case management framework.

? Coordinate and dispatch Field Engineers for Remote Hands Requests when applicable, ensuring all

necessary details are included to perform the required task.

? Effectively coordinate support work with sub-contracted vendors.

? Order/dispatch parts from the appropriate designated resource.

? Understanding the Escalation Process as related to case severity.

? Accurate, concise, professional communications internally and externally.

? Work diligently with L2 and L3 and SME support to drive cases to closure.

? Mentor and assist in developing Technical Associates and new employees.

? Operate with a critical thinking mindset

? Regular attendance and timeliness.

This is the summary- Please remember on the working hours

Job Types: Full-time, Contract

Pay: Up to RM4,700.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person