Job Placements

Responsibilities
  • Provide 1st level troubleshooting support for Incidents reported related to IT systems and IT services.
  • Accurately document all calls using call tracking system
  • Escalate and route calls and tickets to second level support per defined processes.
  • Process service request tickets for account administration.
  • Contribute as a global team member, or lead team member, to deliver enterprise solutions.
  • Follows established guidelines for Priority 1 incident escalation.
  • Meet commitments to customer
  • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
  • Effectively deal with job stress, angry callers, and upset customers; use the most appropriate way to communicate with different behavior types on the telephone Apply the elements of building positive rapport with different types of customers over the phone.
Requirements
  • Able to work 12 hours rotating shift (morning & night shift) to cover 7 x 24 x 365 support.
  • Willing to work OT if any tickets backlog or/and come back to back-up the team in the event of 1 or 2 team members takes leave.
  • A minimum of a diploma qualification or higher in Computer Science/Information Technology or equivalent. Minimum 1 year working experience in related field preferably.
  • Possess basic computer skills Strong in Decision making, Problem Solving Skills.
  • The ability to diagnose, troubleshoot and resolve (and follow up) issues over the phone in a fast-paced, dynamic environment.
  • Ability to work closely with other team members and departments
  • Advanced Verbal and Written Communication Skills in English.
  • Ability to speak in Bahasa Malaysia, English and Mandarin due to support for Malaysia, US and China country.