AI Service Operations Intern

MTAI Sdn. Bhd.

Kuala Lumpur

On-site

MYR 8,900 - 13,000

Part time

4 days ago

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Job summary

MTAI Sdn. Bhd. invites a motivated Service Operations Intern to support the production support team responsible for running the Group’s AI services.

You will gain hands-on exposure to live service operations, including support desk handling, service reporting, documentation, and quality checks on AI outputs, while learning ITIL practices in a government-client environment. The internship offers hands-on experience with support desk, documentation, knowledge base upkeep, dashboards, and UAT

Qualifications

Currently pursuing a Diploma or Bachelor’s Degree in Computer Science, Information Technology, Data Science, Software Engineering, Business IT, or a related discipline.
Eligible for industrial training/internship placement as required by the university.
Communication: Good written and spoken Bahasa Malaysia and English.
Technical Basics: Basic understanding of IT support, networking, or web applications.
Office Tools: Proficiency in Microsoft Excel, Word, and PowerPoint, or equivalent Google Workspace tools.
Interest in AI: Interest in artificial intelligence, speech, or language technology is an advantage.
Attitude: Customer-oriented, well-organised, eager to learn, and able to work effectively in a team.
Integrity: High level of integrity and discretion when handling client information.

Responsibilities

Log and categorise user requests via the support hotline, WhatsApp Business, email, and ticketing system.
Perform first-level checks and basic troubleshooting using approved guides, and elevate issues to engineers promptly.
Follow up with users on ticket status and confirm resolution before closure.
Assist in preparing and updating user guides, FAQs, SOPs, and knowledge base articles in Bahasa Malaysia and English.
Record resolved issues and workarounds to build and maintain the team’s knowledge base.
Compile ticket and SLA data for weekly and monthly service reports.
Assist in preparing dashboards and presentation slides for monthly client service reviews.
Sample and review AI transcription outputs for accuracy and flag quality issues to the team.
Support user acceptance testing (UAT) and verification of fixes and releases.
Complete an assigned improvement project, such as FAQ automation, reporting templates, or support workflow enhancements, and present the outcomes at the end of the internship.
Attend team meetings and service reviews to gain exposure to service management practices.