Call Centre Agent

Ultiotech Sdn. Bhd.; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A technology solutions provider in Kuala Lumpur is looking for a Service Desk Technician to manage first-level incident management and remote troubleshooting. The ideal candidate should have at least a diploma and be fluent in English and Bahasa Malaysia. Responsibilities include resolving customer issues over phone and email, as well as assisting in customer training. Fresh graduates are encouraged to apply, offering a great opportunity to start their career in tech support.

Qualifications

• Provide 1st level Service Desk incident management for customer issues.
• Remotely troubleshoot and resolve customer problems via phone and email.
• Assist in training customers according to technical standards.

Responsibilities

• Manage Service Desk incidents and case handling until resolution.
• Take action for escalation and de-escalation of critical cases.
• Provide feedback to enhance knowledge base for common issues.

Skills

Technical support

Remote troubleshooting

Customer service

Documentation

Education

Diploma or equivalent

Job description

Provide 1st level Service Desk incident management and case handling through to successful resolution on in-scope products, services and processes for supported customer.

Remotely troubleshoot customer problems.

Apply solutions to customer problems through phone and email.

Recognize and take action when escalation and de‑escalation is required for critical and urgent cases and follow designated customer procedures.

Remotely train customers according to technical release and security standards.

Assist the enrichment of knowledge base by providing Manager feedback on frequently asked questions and resolutions from customers.

Requirements

• At least Diploma holder or equivalent.
• Part of global helpdesk team (level 1); responsible for providing technical support over phone, email and remote support to customers. Technical problems related to mobile and PC hardware, software and networks.
• Well‑versed in English and Bahasa Malaysia.
• Fresh graduates encouraged to apply.