Job Description

Contract type:
Permanent


Location:
Kuala Lumpur


Specialisation:

Business Process Outsourcing & Global Business Service


Salary:
RM54,000 - RM72,000 Annual


Reference:
PR/154397


Contact details:
Shuya Looi


Contact email:
shuya.looi@jac-recruitment.com


Job published:
January 30, 2023 16:31



JOB RESPONSIBILITIES:

• Effectively resolve Level 1 service desk technical queries as per deliverables outlined
• Provide remote support to local and oversea user when connected by calls, email or chat when users are facing issue with their computer system.
• Asking relevant questions to resolve typically known problems within required timescales
• Ensure appropriate documentation of the interaction with the customer in the prescribed format
• Ability to communicate clearly and able to provide guidance by giving instruction when performing troubleshooting to identify or resolve the technical issues remotely.
• Explain to Clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.
• Ensure that performance parameters are met to meet SLA targets
• Ability to clearly transfer technical knowledge to knowledge base, colleagues, and the Customers.
• Any ad hoc duties assign by the Company from time to time.

• Must be able to speak and write fluent Mandarin language as role requires candidate to deal with the clients in China.
• Technical knowledge/expertise to support technical related queries and trouble shooting.
• Minimum 1+ years\xe2\x80\x99 experience in a Level 1 service desk or technical support process providing remote support for Laptops / Desktops / LAN Issues / Application etc.
• Minimum degree / diploma is required
• Proven experience in commercial in bound telephony systems typically used in Contact Center.
• Willingness to work in rotational shifts (earlier is 6am and latest is 11pm, Monday to Sunday including public holiday)
• 5 days per week with shift changes monthly between teams.
• Good support knowledge of Windows Operating systems, general standard knowledge on off the shelves software like Microsoft Office and etc.
• Knowledge on basic concepts of networking.