Job Description

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: .Effectively resolve L1 helpdesk queries as per deliverables outlined .Ensure appropriate documentation of the interaction on the customer\'s account in the prescribed format .Execute transactions as per prescribed guidelines and timelines .Ensure that performance parameters are met to meet SLA targets .Ensure customer/user confidentiality and data protection at all times Requirements: .Communication and Customer Service Skills .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 .Display Ownership and accountability .Quickly build trust and confidence with customer .Own and resolve customer issues efficiently, effectively and empathetically .Excellent comprehension and articulation skills .Excellent communication skills verbal and written .Demonstrate positive attitude .Willingness to learn and open to feedback .Helpful .Patience and perseverance .Demonstrated experience in negotiation skills (specifically in resetting Customer expectations, realigning KPI\'s, etc.) .Analytical and Problem solving skills .Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues .Problem solving skills and quick thinking to own & resolve customers\' issues independently, thoroughly & efficiently .Able to identify sales opportunities and upselling .Time Management Skills .Being proactive and show the utmost respect for customer\'s time .Good time management, ensuring all contacts with customers add value .Ability to Multitask .Adaptable, results driven, professional and high work standards .Computer skills .Excellent PC and data entry skills .General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc .Knowledge on basic concepts of networking. .Working knowledge of MS Office .Mandatory requirement for experienced candidates: .Technical knowledge/expertise to support technical help related queries and trouble shooting. .Minimum 1 year experience in a L1 helpdesk / tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc. .Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and Customers. .A creative thinker, this person demonstrates initiative and is willing to go the \'extra mile\' .Track record of being a team player, in a changing environment .BSc IT, BCS, CS, any B.E. degree / diploma required .Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or ALCATEL. .Willingness to work in rotational shifts .Understanding of network protocols such as TCP/IP, DNS, SSL and VPN .Previous experience using Service Now, HP SM7 experience .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 \'Apply\' button. Thank you.

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