Call Centre Agent

Responsibilities:

• Provide 1st level Service Desk incident management and case handling through to successful resolution on in-scope products, services and processes for supported customer.
• Remotely troubleshoot customer problems.
• Apply solutions to customer problems through phone and email.
• Recognize and take action when escalation and de-escalation is required for critical and urgent cases and follow designated customer procedures.
• Remotely train customers according to technical release and security standards.
• Assist the enrichment of knowledge base by providing Manager feedback on frequently asked questions and resolutions from customers.
• Provide 1st level Service Desk incident management and case handling through to successful resolution on in-scope products, services and processes for supported customer.

Requirements:

• With at least Diploma holder or equivalent.
• The candidate will be part of the global helpdesk team (level 1); responsible for providing technical support over phone, email and remote support to customers. The technical problems are related to mobile and PC hardware, software and networks.
• Well verse in English and Bahasa Malaysia.
• Fresh graduates are also encouraged to apply.
• Must be a team player.