Job Description

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Client Background: Infosys is a NYSE listed global consulting and IT services company. They enable clients in more than 50 countries to navigate their digital transformation.

Industry: Information Technology

Location: PJ

Tenure: Permanent role

Salary : Basic + Benefits

Responsibilities:

\xc2\xb7 Effectively resolve L1 helpdesk queries as per deliverables outlined

\xc2\xb7 Ensure appropriate documentation of the interaction on the customer\'s account in the prescribed format

\xc2\xb7 Execute transactions as per prescribed guidelines and timelines

\xc2\xb7 Ensure that performance parameters are met to meet SLA targets

\xc2\xb7 Ensure customer/user confidentiality and data protection at all times

Requirements:

\xc2\xb7 Communication and Customer Service Skills

\xc2\xb7 Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues

\xc2\xb7 Display Ownership and accountability

\xc2\xb7 Quickly build trust and confidence with customer

\xc2\xb7 Own and resolve customer issues efficiently, effectively and empathetically

\xc2\xb7 Excellent comprehension and articulation skills

\xc2\xb7 Excellent communication skills verbal and written

\xc2\xb7 Demonstrate positive attitude

\xc2\xb7 Willingness to learn and open to feedback

\xc2\xb7 Helpful

\xc2\xb7 Patience and perseverance

\xc2\xb7 Demonstrated experience in negotiation skills (specifically in resetting Customer expectations, realigning KPI\'s, etc.)

\xc2\xb7 Analytical and Problem solving skills

\xc2\xb7 Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues

\xc2\xb7 Problem solving skills and quick thinking to own & resolve customers\' issues independently, thoroughly & efficiently

\xc2\xb7 Able to identify sales opportunities and upselling

\xc2\xb7 Time Management Skills

\xc2\xb7 Being proactive and show the utmost respect for customer\'s time

\xc2\xb7 Good time management, ensuring all contacts with customers add value

\xc2\xb7 Ability to Multitask

\xc2\xb7 Adaptable, results driven, professional and high work standards

\xc2\xb7 Computer skills

\xc2\xb7 Excellent PC and data entry skills

\xc2\xb7 General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc

\xc2\xb7 Knowledge on basic concepts of networking.

\xc2\xb7 Working knowledge of MS Office

\xc2\xb7 Mandatory requirement for experienced candidates:

\xc2\xb7 Technical knowledge/expertise to support technical help related queries and trouble shooting.

\xc2\xb7 Minimum 1 year experience in a L1 helpdesk / tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.

\xc2\xb7 Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and Customers.

\xc2\xb7 A creative thinker, this person demonstrates initiative and is willing to go the \'extra mile\';

\xc2\xb7 Track record of being a team player, in a changing environment

\xc2\xb7 BSc IT, BCS, CS, any B.E. degree / diploma required

\xc2\xb7 Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or ALCATEL.

\xc2\xb7 Willingness to work in rotational shifts

\xc2\xb7 Understanding of network protocols such as TCP/IP, DNS, SSL and VPN

\xc2\xb7 Previous experience using Service Now, HP SM7 experience

\xc2\xb7 Required language(s): Bahasa Malaysia, English. Korean speaker is a MUST.

If you are interested in the position, kindly apply directly online by clicking on the \xe2\x80\x9cApply\xe2\x80\x9d button. Thank you.

Sub Specialization : Services;Customer Services
Type of Employment : Permanent
Minimum Experience : Fresher
Work Location : Selangor

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