Assistant Executive (Customer Support - Training)

GATES Technology Sdn Bhd; Cyberjaya; Hybrid; MYR 30,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Maternity leave

Opportunities for promotion

Parental leave

Work from home

Job summary

GATES Technology Sdn Bhd in Malaysia is seeking an IT Helpdesk professional to handle user inquiries, manage tickets, and provide end-user guidance. You will register, monitor, and escalate issues while ensuring timely resolution and high-quality service.

This role requires a Diploma in IT or related field and willingness to travel up to 75%. You will support users across various channels, assist in documentation and training materials, and contribute to reporting and process improvements.

Qualifications

• Minimum Diploma in Business Studies, Information Technology or equivalent.
• Minimum 1 year of working experience as Helpdesk in IT industry.
• Possess own transport and willing to travel.

Responsibilities

• Respond to customer enquiries via support email, WhatsApp, phone calls, and other designated channels.
• Register, update, and monitor support tickets in the ticketing system.
• Follow up with users on reported issues and service requests.
• Escalate unresolved or critical issues to the Executive or Senior Executive.
• Log issues with complete information and maintain ticket statuses.
• Serve as the first point of contact for users and provide guidance on system usage.
• Prepare and update user manuals, SOPs, FAQs, and training materials.
• Organise and conduct training sessions; prepare attendance records.
• Update daily and weekly operational trackers and reporting data.

Skills

Helpdesk support

Ticketing system

Customer communication

Education

Diploma/Advanced Diploma (Required)

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Respond to customer enquiries via support email, WhatsApp, phone calls, and other designated support channels.
• Register, update, and monitor support tickets in the designated ticketing system.
• Follow up with users on reported issues and service requests.
• Escalate unresolved or critical issues to the Executive or Senior Executive.

2. Ticket Administration

• Ensure all issues are logged with complete and accurate information.
• Maintain and update ticket status throughout the support lifecycle.
• Monitor assigned tickets to ensure timely resolution.

3. User Communication

• Serve as the first point of contact for users.
• Provide guidance on system usage and standard operating procedures.
• Maintain professional communication with PBTs and end users.

4. Documentation Support

• Assist in preparing and updating user manuals, SOPs, FAQs, and training materials.
• Ensure support documents are organised and accessible.

5. Training Support

• Assist in organising and conducting training sessions.
• Prepare training materials and attendance records.
• Support users during training and post-training activities.

6. Reporting & Administrative Support

• Update daily and weekly operational trackers.
• Prepare operational data for reporting purposes.
• Maintain accurate administrative records.
• Perform any other duties assigned by the superior.

Job Requirements:

1. Minimum Diploma in Business Studies, Information Technology or equivalent.

2.Minimum 1 year of working experience as Helpdesk in IT industry.

3.Possess own transport and willing to travel.

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Work from home

Application Question(s):

• What is your expected salary for this position?
• How long is your notice period with current company?

Education:

• Diploma/Advanced Diploma (Required)

Experience:

• IT Help desk: 1 year (Preferred)

Willingness to travel:

• 75% (Required)