Global 1st‑Line Technical Support Specialist

Mission Consultancy Services Malaysia; Kuala Lumpur; On-site; MYR 50,000 - 84,000; Full time

Job summary

Mission Consultancy Services Malaysia is seeking a dedicated Technical Support professional to prioritize the customer, manage tickets within SLAs, and provide product knowledge to internal clients. The role involves handling calls, resolving system issues, and escalating when necessary.

Applicants should have at least 3 years in a similar field, strong English communication, and be able to work flexible hours to support customers worldwide.

Qualifications

• Min 3 years of experience in a customer service or tech support role.
• Ability to keep customers at the forefront of all requests.
• Strong communication and escalation handling skills.

Responsibilities

• Own and track tickets within SLAs.
• Take calls and service ticket requests via ticketing system.
• Provide product knowledge expertise and internal support.
• Escalate to Level 2/3 when needed and inform clients and management.
• Maintain and update Knowledgebase and monitor systems for issues.
• Be available for 24/5 global support and shifts as required.

Skills

Customer focus

Communication skills

English fluency

Problem solving

Team collaboration

Tools

Ticketing system

Knowledgebase management

Job description

Mission Consultancy Services Malaysia is seeking a dedicated Technical Support professional to prioritize the customer, manage tickets within SLAs, and provide product knowledge to internal clients. The role involves handling calls, resolving system issues, and escalating when necessary.

Applicants should have at least 3 years in a similar field, strong English communication, and be able to work flexible hours to support customers worldwide.