Alarm Support & Customer Care Specialist

Sime Surveillance Sdn Bhd; Malaysia; On-site; MYR 28,000 - 50,000; Full time

Job summary

Sime Surveillance Sdn Bhd is seeking a technically oriented Customer Support professional to provide troubleshooting for alarm issues and to monitor alarm signals within defined service targets. The role involves responding to customer inquiries across products, accounts and services, and coordinating with in-house technicians based on geographic coverage.

You will also collect feedback, identify trends, and ensure SOPs are followed while maintaining accurate daily handover records and

Responsibilities

• Provide technical troubleshooting support to customers on alarm issues in an effective and efficient manner.
• Monitor and respond to alarm signals within service level targets.
• Answer inquiries from customers on products, accounts and services and offer alternatives to fulfill customer needs.
• Assign out all jobs requested by customers to in-house technicians based on coverage areas.
• Gather customer feedback, identify problem trends and highlight to Supervisors for discussion and resolution.
• Ensure that standard operating procedures (SOP) are adhered to at all times.
• Profile accounts based on account types and key priority accounts.
• Demonstrate strong work commitment and work ethics.
• Ensure daily handover book is updated promptly and accurately.
• Highlight non-SOP compliance incidents for corrective actions.

Job description

Sime Surveillance Sdn Bhd is seeking a technically oriented Customer Support professional to provide troubleshooting for alarm issues and to monitor alarm signals within defined service targets. The role involves responding to customer inquiries across products, accounts and services, and coordinating with in-house technicians based on geographic coverage.

You will also collect feedback, identify trends, and ensure SOPs are followed while maintaining accurate daily handover records and