Confidential Support Specialist

Sime Surveillance Sdn Bhd; Cyberjaya; On-site; MYR 33,000 - 56,000; Full time

Job summary

Sime Surveillance Sdn Bhd in Malaysia is seeking a proactive support professional to provide technical troubleshooting for alarm issues and respond to alarms within service targets. You will handle customer inquiries about products, accounts and services, and coordinate with in-house technicians to assign jobs based on coverage areas.

You will gather feedback, highlight trends to supervisors for service improvements, ensure SOP adherence, and maintain daily handover notes.

Job description

1. To provide technical trouble shooting supports to Customers on alarm issues in an effective and efficient manner
2. To monitor and respond to the alarm signals within service level targets.
3. To answer all enquiries from Customers on products, accounts and services and offer alternatives to solutions to fulfill customer needs, ensuring total
4. To assign out all jobs requested by customer to respective in-house technicians based on their coverage areas.
5. To gather customer feedback, identify problem trends and highlight to Executive / Supervisors for discussion, service enhancement and resolution to problems.
6. To ensure that standard operational procedures (SOP) are adhered to at all times.
7. To profile accounts based on account types and key priority accounts.
8. To demonstrate strong work commitment and work ethics.
9. To ensure that daily handover book is updated promptly and accurately.
10. To highlight non=SOP compliance incidents to Executive / Supervisors for corrective and preventive actions.
11. To adhere to schedule of work and be available for deployment at short notice when on standby.