Job Description

Work Responsibilities:

Bilingual (English & Mandarin) speaker; responsible for providing verbal and written
translation and interpretation from Mandarin to English or vice versa.

Handle Service Requests in both languages (English and Mandarin); respond to customer queries via operations medium (email, phone, portal, chat, etc). To monitor the data centre and act as a primary responder to address various system alerts coming from the Monitoring Platform/Systems. Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics. To perform remote maintenance tasks, ensuring "uptime" and providing fault handling and escalation (identifying and responding to faults, including liaising with 3rd party suppliers, handling escalation through to resolution). Resolve an issue using standard practice, procedure, and workflow processes. Participate in routine/regular operation meetings and discussions as part of the service improvement plan. Comply with operations procedures and processes for the respective services. Assists the team (standby duty) with other duties required to operate the support centre smoothly. Provide first-level technical support to customers for technology-related issues. Able to work 12-hour shifts as part of the 24/7 shift rotation (including weekend and public holidays).

Work Requirements:

Ability to perform the service request efficiently and effectively, and fulfil the Service Level Agreement (SLA) / Service Level Objective (SLO). Positive attitude towards continuous learning. A team player who effectively communicates with teammates and superiors. Adaptable, flexible, approachable, and collaborative towards team goals. Dependable with strong attention to detail. Familiarity with service desk & monitoring operations added an advantage. Have a fundamental understanding of Information technology (IT) or process knowledge and related components to ensure quality in the Operation Centre. Knowledge of IT Technology, especially in Microsoft and Data Center Networking. Minimum two (2) years of working experience in the Service Desk or Customer Services environment.
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Job Type: Permanent

Pay: Up to RM6,000.00 per month

Benefits:

Opportunities for promotion Professional development
Application Question(s):

Are you willing to work on night shift? Are you able to work 12-hour shifts as part of the 24/7 shift rotation (including weekend and public holidays when required)?
Education:

Bachelor's (Preferred)
Language:

Mandarin (Required)
Work Location: In person