Customer Service Representative

EXEO Global Pte Ltd; Selangor; On-site; MYR 39,000 - 67,000; Full time

Job summary

EXEO Global Pte Ltd is seeking a dedicated first-level IT support professional in Malaysia to triage, diagnose, and resolve service cases within SLAs.

You will work on a rotating roster to support a 24x7 operation, provide timely updates, and document cases accurately while coordinating with Field Engineers and other teams to meet service commitments.

Qualifications

• Minimum SPM with 2 years in customer-facing technical support or NOC.
• Proficient in Microsoft Office and general computer/internet tools.
• Ability to work independently, prioritize tasks, and thrive in a fast-paced environment.
• Hands-on experience with Salesforce or Zendesk or similar ticketing/CRM platforms.
• ITIL Foundation certification is an advantage.

Responsibilities

• Provide first-level support by triaging and resolving service cases within SLAs.
• Follow case management processes and escalation procedures.
• Perform basic troubleshooting using remote diagnostics and knowledge bases.
• Coordinate with Field Engineers, subcontractors, and spare parts to meet commitments.
• Maintain accurate case documentation and timely customer updates.
• Collaborate with L2/L3, SMEs, and other teams to resolve issues efficiently.
• Share knowledge and participate in process improvements.
• Attend required trainings and perform other assigned duties.

Skills

Customer-focused

Troubleshooting

Communication

Independent working

Education

Diploma in Information Technology / Engineering / Computer Science

Tools

Salesforce

Zendesk

Job description

This position is responsible for providing first-level support by triaging, managing, and resolving assigned service cases in accordance with EXEO Global and customer Service Level Agreements (SLAs). The role requires working on a rotating roster to support a 24x7 operation, ensuring timely response, effective case management, and high-quality customer service.

Key Responsibilities

Manage assigned support cases and ensure timely resolution within agreed Service Level Agreements (SLAs).

Provide timely customer updates and maintain accurate, complete case documentation.

Perform first-level troubleshooting using remote diagnostic tools, standard procedures, and knowledge base resources.

Handle call-home alerts, remote hands requests, and technical incidents, escalating when required.

Follow established case management processes and escalation procedures.

Coordinate Field Engineers, subcontractors, and spare parts to meet service commitments.

Collaborate with L2, L3, SMEs, Supply Chain, and other support teams to resolve cases efficiently.

Maintain professional communication with customers, vendors, and internal stakeholders.

Share knowledge, support team development, and contribute to process improvements.

Attend required training and perform other assigned duties.

Customer Focus: Deliver timely, professional, and high-quality customer support.

Attention to Detail: Ensure accurate documentation and SLA compliance.

Problem Solving: Effectively triage, diagnose, resolve, and escalating technical issues.

Communication: Communicate clearly and professionally with customers, colleagues, vendors, and management.

Teamwork: Work collaboratively across technical, operations, and logistics teams.

Documentation: Maintain accurate and complete case records throughout the support lifecycle.

Adaptability: Quickly learn new technologies, tools, and processes.

Critical Thinking: Prioritize workload, make sound decisions, and manage multiple cases effectively.

Continuous Improvement: Recommend and support process and service improvements.

Professionalism: Demonstrate reliability, accountability, good judgement, and consistent performance.

Job Requirements:

Minimum SPM with 2 years working experience in a customer-facing technical support, NOC or Service Desk environment.

Proficient in Microsoft Office applications and general computer and internet-based tools.

Ability to work independently, prioritize multiple tasks, and perform effectively in a fast-paced, customer-focused environment.

Diploma in Information Technology, Engineering, Computer Science or any related discipline is highly desired.

Hands-on experience withSalesforce,Zendesk, or similar ticketing and CRM platforms is preferred.

ITIL Foundation certification is an advantage.