Executive - Technical Support L1 (Bahasa Malaysia and English)

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer support services company in Kuala Lumpur is seeking an Executive - Technical Support for user assistance across Customs and E-commerce platforms. The ideal candidate must be fluent in Bahasa Malaysia and English, with good multitasking and problem-solving skills. Responsibilities include troubleshooting common issues, managing support tickets, and ensuring user satisfaction. Attractive salary of RM2,800, with additional benefits like performance-related bonuses and medical coverage offered.

Benefits

Attractive Salary RM2,800

Performance related bonus

Entitlement for Night Shift Allowance

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• 1–2 years of experience in helpdesk, customer service, or application support.
• Familiarity with basic network troubleshooting.
• Basic understanding of web-based applications.

Responsibilities

• Respond to user issues through phone, email, or ticketing tools.
• Assist users with login, navigation, and basic application usage.
• Guide users through basic browser and network checks.

Skills

Fluent in written and spoken Bahasa Malaysia

Fluent in written and spoken English

Good multitasking ability

Basic computer knowledge

Fast typing skills (45 words per minute)

Good problem-solving skills

Education

Minimum SPM, Diploma or Degree

Tools

MS Office

MS Outlook

Zendesk

Job description

Executive - Technical Support L1 (Bahasa Malaysia and English)

• You will serve as the first point of contact for users from Customs and E-commerce platforms providers.
• Your job is to address common application issues, route unresolved requests, and ensure clear documentation and response for every user interaction.

Responsibilities

• Respond to user issues through phone, email, or ticketing tools.
• Assist users with login, navigation, and basic application usage.
• Guide users through basic browser and network checks (e.g., clearing cache, checking VPN/Internet connectivity, supported browser versions).
• Investigate login or access issues (e.g.,locked accounts, expired passwords, incorrect roles/permissions).
• Perform basic log capture or screenshot collection from user for evidence and escalation.
• Troubleshoot and resolve common issues (e.g., entry errors, user access issues).
• Create and manage support tickets with proper categorization and urgency.
• Escalate non-resolvable issues to L2 teams with full context.
• Maintain and update knowledge base and FAQ documentation.
• Support user onboarding and basic training on application functionality.
• Monitor dashboards and report anomalies in user-facing services.
• Track status and follow up for timely closure or user updates.

Skill Requirements

• Must be fluent in written and spoken Bahasa Malaysia and English.
• Good multitasking ability.
• Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
• Fast typing skills (at least 45 words per minute in native foreign language).
• Good problem-solving skills.
• Minimum SPM, Diploma or Degree preferably with prior working experience (in contact center or customer service environment) or equivalent combination of education and experience.
• 1–2 years of experience in helpdesk, customer service, or application support.
• Familiarity with ticketing systems (e.g., Zendesk).
• Familiarity with basic network troubleshooting.
• Basic understanding of web-based applications.

Package

• Attractive Salary RM2,800.
• Performance related bonus for confirmed staff.
• Entitlement for Night Shift Allowance.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Entry Level

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.

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