Alarm Support Specialist – On-Call Troubleshooter

Sime Motors; Cyberjaya; Remote; MYR 42,000 - 64,000; Full time

Job summary

Sime Surveillance Sdn Bhd in Cyberjaya, Malaysia, is hiring a Confidential Support Specialist to provide technical troubleshooting and timely alarm support to customers. You will monitor alarms, respond within SLA targets, handle product and account inquiries, and coordinate with in-house technicians to resolve issues.

The role requires vigilant adherence to SOPs, careful account profiling, and proactive handover updates.

Responsibilities

• Provide technical troubleshooting support to customers on alarm issues.
• Monitor and respond to alarm signals within service level targets.
• Answer inquiries on products, accounts, and services; offer alternatives to meet customer needs.
• Assign customer requests to in-house technicians based on coverage areas.
• Gather customer feedback, identify problem trends, and highlight to executives for service improvements.
• Ensure SOPs are adhered to at all times.
• Profile accounts based on account types and key priority accounts.
• Demonstrate strong work commitment and work ethics.
• Update daily handover book promptly and accurately.
• Highlight non-SOP compliance incidents to executives for corrective actions.
• Adhere to work schedules and be available for deployment on standby.

Job description

Sime Surveillance Sdn Bhd in Cyberjaya, Malaysia, is hiring a Confidential Support Specialist to provide technical troubleshooting and timely alarm support to customers. You will monitor alarms, respond within SLA targets, handle product and account inquiries, and coordinate with in-house technicians to resolve issues.

The role requires vigilant adherence to SOPs, careful account profiling, and proactive handover updates.