Job Description

Renesas Electronics (Penang) Sdn. Bhd Phase 3, Bayan Lepas, Free Industrial Zone 11900 Penang Malaysia
Job Highlights:

• Attractive Remuneration: Bonus + Profit Sharing
• Flexible working hour & hybrid work mode
• Fast growing company with positive working environment

Job Summary: We are seeking a motivated, detail-oriented individual to join the Centralized Sales Operations team as Staff Analyst (Business Tools Support). In this position, you will be responsible for Managing global business systems support tickets & documentation of workflow process and assignments. Monitor and respond to support tickets from internal and external users, create weekly/monthly metrics and reporting of support tickets, serve as a liaison between business team and technology team.
Our ideal candidate has good experience in global sales operations or equivalent experience in building enterprise business processes, as well as excellent problem-solving, communication and presentation skills.
Your New Role:

• Manage Support Tickets for Global business systems, to ensure timely assignment of the support tickets to appropriate teams as necessary.
• Monitor and respond quickly and effectively to support tickets received through the helpdesk system.
• Evaluate and validate support tickets to ensure the reported support/issues are addressed & complete.
• Create Weekly/Monthly support tickets metrics and reports, collect feedback to determine patterns and issues such that they can be resolved through FAQs, Training, System enhancements etc.
• Document internal procedures and ensure application of system policies, principles, and practices in the delivery of business tool support.
• Escalate support tickets to appropriate team as necessary.

Preferred Skills & Knowledge:

• Bachelor\'s degree in business management or equivalent.
• A minimum of 3years experience with Business Tools Support Management.
• Experience with Sales Tools (Model N, Salesforce.com) and Ticket Management system & processes.
• Ability to learn additional systems as needed.
• Good experience in Global sales operations or in building enterprise business processes.
• Ability to work effectively with competing priorities.
• Strong problem-solving and analytical skills.
• Excellent communication and presentation skills.