Position Details: Technical Support - L1
| Location: | KL, Wilayah Persekutuan |
| Openings: | 1 |
| Salary Range: |
Description:
-Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times. Advocate for Customer Success
-Own and track tickets within SLAs
- Identify, resolve or manage the resolution of system issues
- Familiarity with multichannel service delivery and communications to handle
service requests
- Supports internal clients with system admin tasks and product knowledge expert advice.
- Seek more information, by asking the right questions to collect information to assist and resolve the issue
- Communicate to all levels to ensure clients and management are informed of issue status and updates.
- Manage escalation to 2nd Line
- Improve, manage and update Knowledgebase
- Familiar working with automated system monitoring and applications across large networks
- Customer Success Support is a 24 hours/ 5 days / 365 day a week responsibility for customers around the world
- Be a part of a scheduled shift rotation, US, UK and AU Assignments as required and relevant by Management
- Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs
Requirements:
- 2+ year of experience in a relevant customer service or technical support position.
- Proven track record of delivering exceptional Customer Service/Care
- Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.
- Basic troubleshooting knowledge of desktop support issues such as software installation,
system configurations, networking etc.
- Good experiences and working knowledge of the following:
Adobe Creative Cloud technologies
Application support
Workflow solutions
ITSM Ticketing tools
- Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous
Workflow solutions
ITSM Ticketing tools
- Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous
- Fluent in the English language both written and spoken
- Must be willing to work under shift
- Candidates must be eligible to work and live in the country of employment.
Click to apply or email your resume annie@careerchannel.com.my