Customer Service

studysmart solution; Johor Bahru; On-site; MYR 33,000 - 56,000; Full time

Job summary

Jora Malaysia is hiring a Level 1 Support to deliver first-line technical assistance, monitor IT operations, and manage incidents. You will handle inquiries through calls, emails, webchat, and Jira, logging and routing issues to Tier 2 as needed while maintaining SLA compliance.

The role requires good communication in English and Chinese, a solid grounding in Microsoft Word/Excel, and the ability to operate in a 24/7 shift environment. Training and QA programs are provided.

Qualifications

• Experience in first-level IT support or help desk operations.
• Strong written and verbal communication in English; Chinese is a plus.

Responsibilities

• Perform ticket logging and route incidents or requests to Tier 2 or resolver teams.
• Respond to inquiries via calls, emails, webchat and Jira.
• Record, update, and manage all issues in the Service Management System.
• Provide timely status updates for escalated issues and ensure ticket closure within SLA.
• Ensure daily tasks follow Standard Operating Procedures.
• Interact with customers via phone and email to resolve queries and issues.
• Attend to customer inquiries via inbound and outbound calls in English and Chinese.
• Comply with company policies and data protection.
• Meet performance metrics like call handling time and resolution rates.
• Participate in training and QA programs to improve service delivery.
• Troubleshoot and escalate issues as needed; support front-end users.

Skills

Ticket logging

Customer support

Communication skills

English language

Chinese language

Tools

Jira

Microsoft Word

Microsoft Excel

Pivot tables

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.

A Level 1 Support is responsible for providing first level technical support, monitoring, and incident management to ensure smooth IT operations and timely resolution of user issues.

• Perform ticket logging and route incidents or requests to Tier 2 or the respective resolver teams when required.
• Respond to incoming enquiries, incidents, and service requests through calls, emails, webchat and Jira
• Record, update, and manage all issues accurately in the Service Management System.
• Provide timely status updates for escalated issues and ensure tickets are closed within the agreed Service Level Agreement.
• Ensure all daily tasks are carried out according to the approved Standard Operating Procedures.
• Customer Interaction: Engage with customers via phone and email to resolve queries, complaints, and issues.

This includes providing information about products and services, handling order cancellations, processing returns, and assisting with technical troubleshooting.

• Attend to customer inquiries via inbound and outbound calls in both English and chinse
• Channels include inbound and outbound calls and email.
• Compliance: Follow company policies, procedures, and regulatory requirements.

This includes adhering to scripts, maintaining confidentiality, and ensuring data protection.

• Quality Assurance: Meet performance metrics such as call handling time, customer satisfaction scores, and resolution rates.

Participate in training sessions and quality assurance programs to improve service delivery.

• Crisis Management: Handle difficult or irate customers professionally, with the ability to de escalase situations and ensure customer satisfaction.
• Troubleshoot and elevate issues via systems when required and front end support.
• Work in a 24/7 shift environment with rotating schedules, including split or combined off days.
• Attend to emergency calls with responsibility, urgency, and quick decision making.
• Monitor emails continuously and respond in a timely manner.
• Perform constant monitoring of cases to ensure proper follow up.
• Handle high call volume and manage irate customers professionally.
• Assist with technical aspects of customer queries.
• Generate reports and create data summaries using pivot tables and data tabulation.
• Basic proficiency in Microsoft Word and Excel is required.