Helpdesk Specialist (Contract)

Redtone; Malaysia; On-site; MYR 33,480 - 50,220; Full time

Job summary

A telecommunications company located in Malaysia is seeking a customer support representative to provide technical assistance and ensure customer satisfaction. The role requires a bachelor's degree in IT or related fields, with fresh graduates encouraged to apply. Strong communication skills and the ability to work shifts are essential. Responsibilities include troubleshooting, resolving issues, and collaborating with internal teams. This position offers an opportunity to contribute to enhancing customer experiences across the company's services.

Qualifications

• Fresh graduates are encouraged to apply.
• Self-driven, achievement oriented with a strong can-do attitude.
• Must be able to work shifts (6am to 6pm, 6pm to 6am).

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Perform remote troubleshooting through diagnostic techniques.
• Work closely with internal teams to resolve customer complaints.

Skills

Excellent communication skills

Proficiency in multiple languages

Interpersonal skills

Intrapersonal skills

Creative thinking

Education

Bachelor's degree in IT, Computer Science, Telecommunications or Network

Tools

MS Excel

PowerPoint

Word

Job description

We are looking for passionate, motivated, and highly skilled individuals to be the front liner for all Redtone’s customers; providing the best customer experience for all telecommunications services offered by the company.

Duties and responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels of communication.
• Able to perform remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel
• Follow-up and update customer status and information on a timely manner as per standard guidelines by the company.
• Work closely with internal teams and departments to resolve all customer related complaints and outages.
• Pro-actively monitor live circuits & nodes, perform the right escalation, communicate efficiently and accurately to the customer and preparation of relevant reports but not limited to root cause analysis and service interruption report.
• Continuous performance improvement of sites; by mitigation on faults, root cause analysis, weekly meetings and quarterly meetings with internal and external (service providers) teams to ensure sites KPI are met.
• Able to deliver exceptional performance and take up additional assignment and tasks related to the operations department as part of the company’s continuous efforts for service improvement.

Qualifications and requirements

• Candidate must possess at least a bachelor’s degree in IT, Computer Science, Telecommunications or Network. (Fresh graduates are encouraged to apply)
• Excellent communication skills with proficiency in multiple languages a plus.
• Self-driven, achievement oriented and Strong Can-Do attitude
• Ability to communicate professionally with clients, regulatory bodies, and partners.
• A team player and must be able to work on shift (6am to 6pm, 6pm to 6am, 4days work and 3 days off)

Skills and experience

• Experienced in IT or Telco industry will be an added advantage
• Ability to diagnose and resolve basic technical & network related incidents.
• Good Interpersonal & Intrapersonal skills.

Knowledge

• Basic IT troubleshooting on telecommunication and network.
• Well verse with MS Excel, Power Point and Word.
• Able construct reports, SOP documents and presentations.
• Creative thinking, information seeking and problem solving skills.