Helpdesk Executive

• Provide level 1 support and troubleshooting assistance for users encountering issues with the business software (Warehouse Management System, Freight Forwarding System, ERP system etc.).
• Record user inquiries via email and processes in the incident management system.
• Escalate unresolved or complex issues to level 2 support or relevant technical teams for further investigation and resolution.
• Keep users informed of incident progress and notify them of changes or outages.
• Close resolved incidents, requests, and others in a timely manner.
• Follow up on open tickets and influence tech teams for prioritization.
• Relay customer feedback or suggestions to the appropriate internal teams.
• Perform operations such as user maintenance of business systems in accordance with SOPs.

Work Schedule:

• Rotational Shift (Monday to Friday Included Malaysia Public Holiday):
• 1st Shift: 8:30am to 6:00pm (Break time: 1 hour)
• 2nd Shift: 4:00pm to 1:30am (Break time: 1 hour)
• 3rd Shift: 12:30am to 10:am (Break time: 1 hour)
• The Shifts are expected to be rotated on a weekly basis.

Qualifications:

• Bachelor's Degree (Preferable: Computer Science/Information Technology or equivalent).
• Excellent communication & problem-solving skills.
• Good knowledge of Microsoft products (Microsoft 365, Word, Excel, PowerPoint, Teams).
• Ability to multitask efficiently and provide prompt assistance to multiple users simultaneously.
• Positive and professional demeanor to build rapport with colleagues and ensure a satisfactory customer experience.
• Languages: English is required, Chinese (Mandarin) and Japanese are preferable.
• Fresh graduates are welcome to apply.
• Preferable: Willingness to work as an L2 application support engineer (Jave, .Net, etc.) in the future.
• Preferable: Experience in ZenDesk, Jira (*ZenDesk is used in our helpdesk operations).
• Preferable: Willingness to work at midnight (0:00am to 8:00am), *We have plans to switch to 24-hour operation in the future.
• Preferable: Experience cybersecurity monitoring support (FortiRecon, FortiMail, EDR, etc.).
• Preferable: Experience of WMS, TMS, CargoWise, D365, M365 support.