Helpdesk Support

About the role

The Helpdesk Support Executive is responsible for handling customer support requests, coordinating with the technical team, monitoring support progress, and ensuring that customer issues are properly recorded and followed up until completion. The role requires good communication, coordination, follow-up skills, and basic understanding of IT and telecommunications products.

Key Responsibilities

• Receive customer support requests through WhatsApp, email, phone, and other channels.
• Record customer issues and support requests in the ERP system.
• Coordinate with technicians for troubleshooting and site visits.
• Follow up with technicians on the progress of support cases.
• Update customers on the status of their issues.
• Follow up on pending and unresolved cases.
• Ensure completed support cases are properly updated and closed.
• Escalate urgent or complicated issues to the Team Lead / Technical Manager.
• Maintain proper support records and documentation.
• Follow the company's support SOP and procedures.

Requirements

• Diploma / Degree in IT, Computer Science, Telecommunications, or related field.
• Fresh graduates are encouraged to apply.
• Experience in helpdesk, customer service, or technical support is an advantage.
• Basic knowledge of IT, networking, IP phones, or telecommunications is an advantage.
• Good communication and coordination skills.
• Able to communicate in Bahasa Malaysia and English.
• Responsible, organised, and good at follow-up.
• Able to work independently and as part of a team.

Key Skills

• Customer Service
• Communication
• Coordination
• Follow-up
• Basic IT Knowledge
• Problem Solving
• Documentation