Customer Service Analyst | Fresh Grads

PERSOL Workforce Solutions Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 50,000; Full time

Job summary

PERSOL Workforce Solutions Malaysia Sdn Bhd is seeking a fresh graduate to join our IT helpdesk team in Kuala Lumpur. You will be the first point of contact for customers requesting technical assistance by phone or email.

Responsibilities include remote troubleshooting, guiding users through solutions, recording events and resolutions, escalating complex issues, and keeping customers updated. Familiarity with Chinese language is preferred; shift-based work rotates 9 hours.

Qualifications

• Open to Fresh Graduates.
• Prefer Chinese speakers.
• Rotational shift (9 hours).

Responsibilities

• Serve as the first contact for customers seeking technical assistance by phone or email.
• Perform remote troubleshooting and ask diagnostic questions to resolve issues.
• Escalate issues beyond scope to the appropriate team.
• Record events and resolutions in logs; follow up with customers.
• Provide accurate information on IT products and services.
• Pass feedback to internal teams and suggest improvements on procedures.
• Collaborate with the team to resolve tickets with emphasis on quality service.

Skills

Customer support

Technical troubleshooting

Communication

Job description

Serve as the first point of contact for customer seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions when situation rises

Escalate accordingly should there be any issues beyond scope

Work with the team to resolve issues and tickets with emphasis of quality service to the end-user/customer

Determine the best solution based on the issue and details provided by customer

Walk the customer through the problem-solving process

Direct unresolved issue to the next support personnel

Provide accurate information on IT products and services

Record events and problems and their resolution in logs

Follow up and update customer status and information

Pass any feedback and suggestion by customer to the appropriate internal team

Identify and suggest possible improvement on procedure

Preferably chinese speakers

Open to Fresh Graduates

Rotational shift (9 hours)