Customer Support Specialist (Remote Access & Resolution)

Concentrix; Cyberjaya; On-site; MYR 36,000 - 49,000; Full time

Job summary

Concentrix in Malaysia is seeking a Customer Support Officer to handle inquiries via phone, chat and email, document all requests, and gather information for incident resolution.

You will determine entitlements, review alternatives, update records, and access knowledge bases to provide accurate information. The role involves escalating to the right teams when needed and following up on ticket closures.

Qualifications

• Respond and resolve customer inquiries across phone, chat and email.
• Document each request with accurate details for resolution.
• Gather necessary information to classify and address the request or incident.
• Provide information and determine appropriate entitlements and services.
• Escalate to the proper support group when needed and track status.

Responsibilities

• Responding to the incoming requests via Phone, Chat & Email.
• Documenting all requests.
• Gathering all appropriate information for the type of request or incident.
• Attempting to fulfill the request or resolve the incident.
• Being familiar to who is entitled to receive what services.
• Being familiar with the alternatives resolution for the request type.
• Reviewing the alternatives resolution with the requester.
• Updating the request record to reflect the ongoing steps of resolution.
• Accessing knowledge base or on-line information.
• Responding to Customer request with accurate and appropriate information.
• Transferring or Escalating the requests to the appropriate support group.
• Informing the customer of the status of an existing request, upon request.
• Contacting the customer for further information, as required.
• Closing requests with customer agreement.
• Ensure follow up on ticket closure.
• Perform Remote Access Support Services.

Job description

Concentrix in Malaysia is seeking a Customer Support Officer to handle inquiries via phone, chat and email, document all requests, and gather information for incident resolution.

You will determine entitlements, review alternatives, update records, and access knowledge bases to provide accurate information. The role involves escalating to the right teams when needed and following up on ticket closures.