Job ResponsibilityJob Responsibility:
oTake and receive all customer calls in a professional and courteous manner as well as providing advice and support.
oLog all calls into the ticketing system and entering details and accurate information into ticketing system.
oTake end to end responsibility of the logged requests and monitor work progress to achievecustomer SLA.
oProvide first and second level troubleshooting to customer.
oDispatch onsite support if required.
oEscalate cases to L2/L3, Field Support Engineer, 3rd Party vendor, if required.
oHandle Complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
oFollow communication procedures, guidelines, and policies
oGenerate daily or monthly reports based on customer's requirement.
oTo carry out other duties which may be assigned by the Management from time to time
Job Requirement:
oCandidate must posses at least Bachelor's Degree in any field
oExtremely strong communication skills, able to communicate clearly, effectively an in timely manner.
oExcellent Communications in English and Malay.
oKnowledge of Microsoft Applications, MS SQL Database, batch processing, batch
monitoring and job scheduler is an added advantage.
oExperience in Software / Application Support
oExperience in retail field is an added advantage
oStrong phone and verbal communication skills along with active listening
oFamiliarity with call-desk systems and practices
oCustomer focus and adaptability to different personality types
oAbility to multi-task, set priorities and manage time effectively
oAble to work on shift
Job RequirementsJob Benifits
