Application Support

Agensi Pekerjaan Penta Consultancy Sdn. Bhd; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Agensi Pekerjaan Penta Consultancy Sdn. Bhd is seeking a Customer Support Specialist in Kuala Lumpur to join our technical service team. The role focuses on putting the customer first while owning and tracking tickets within SLA.

You will diagnose issues, provide multichannel support, update knowledgebase, and escalate to 2nd line when needed. Strong English and Mandarin are preferred, with a knack for querying details to resolve problems.

Qualifications

• 2+ years of experience in customer service or technical support.
• Strong teamwork and critical thinking with a positive attitude.
• Basic troubleshooting for desktop support: software installs, configurations, networking.
• Knowledge of databases, AWS, and programming is advantageous.
• Fluent in English and Mandarin.

Responsibilities

• Ability to keep customer at the forefront of all requests and advocate for the Customers 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
• Assignments as required and relevant by management
• Achieve the KPIs: Helpdesk Ticket Metrics, Responsiveness, SLAs

Skills

Teamwork

Critical thinking

Positive attitude

Tools

Desktop troubleshooting

Software installation

Networking

Databases

AWS

Programming basics

Job description

• Ability to keep customer at the forefront of all requests and advocate for the Customers 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
  
• Assignments as required and relevant by management
  
• Achieve the KPIs: Helpdesk Ticket Metrics, Responsiveness, SLAs

Job Requirements:

• 2+ year of experience in a relevant customer service or technical support position
  
• 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.
  
• Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous
  
• Fluent in the English and Mandarin languages, both written and spoken