Helpdesk Support

Wevo System; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Jora Malaysia is seeking a Helpdesk Support Executive to handle customer support requests, coordinate with the technical team, monitor progress, and ensure issues are recorded and followed up until completion. The role requires good communication, coordination, follow-up skills, and a basic understanding of IT and telecommunications products.

Fresh graduates are encouraged to apply; effective Bangla Malaysia and English communication is required.

Qualifications

• Diploma / Degree in IT, Computer Science, Telecommunications, or related field.
• Fresh graduates are encouraged to apply.
• Basic knowledge of IT, networking, IP phones, or telecommunications is an advantage.
• Good communication and coordination skills.
• Able to communicate in Bahasa Malaysia and English.
• Responsible, organised, and good at follow-up.
• Able to work independently and as part of a team.

Responsibilities

• Receive customer support requests through WhatsApp, email, phone, and other channels.
• Record customer issues and support requests in the ERP system.
• Coordinate with technicians for troubleshooting and site visits.
• Follow up with technicians on the progress of support cases.
• Update customers on the status of their issues.
• Follow up on pending and unresolved cases.
• Ensure completed support cases are properly updated and closed.
• Escalate urgent or complicated issues to the Team Lead / Technical Manager.
• Maintain proper support records and documentation.
• Follow the company's support SOP and procedures.

Skills

Customer Service

Communication

Coordination

Follow-up

Basic IT Knowledge

Problem Solving

Documentation

Education

Diploma / Degree in IT, Computer Science, Telecommunications, or related field

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Helpdesk Support Executive is responsible for handling customer support requests, coordinating with the technical team, monitoring support progress, and ensuring that customer issues are properly recorded and followed up until completion. The role requires good communication, coordination, follow-up skills, and basic understanding of IT and telecommunications products.

About the role

The Helpdesk Support Executive is responsible for handling customer support requests, coordinating with the technical team, monitoring support progress, and ensuring that customer issues are properly recorded and followed up until completion. The role requires good communication, coordination, follow-up skills, and basic understanding of IT and telecommunications products.

Key Responsibilities

• Receive customer support requests through WhatsApp, email, phone, and other channels.

• Record customer issues and support requests in the ERP system.

• Coordinate with technicians for troubleshooting and site visits.

• Follow up with technicians on the progress of support cases.

• Update customers on the status of their issues.

• Follow up on pending and unresolved cases.

• Ensure completed support cases are properly updated and closed.

• Escalate urgent or complicated issues to the Team Lead / Technical Manager.

• Maintain proper support records and documentation.

• Follow the company's support SOP and procedures.

Requirements

• Diploma / Degree in IT, Computer Science, Telecommunications, or related field.

• Fresh graduates are encouraged to apply.

• Experience in helpdesk, customer service, or technical support is an advantage.

• Basic knowledge of IT, networking, IP phones, or telecommunications is an advantage.

• Good communication and coordination skills.

• Able to communicate in Bahasa Malaysia and English.

• Responsible, organised, and good at follow-up.

• Able to work independently and as part of a team.

Key Skills

• Customer Service

• Communication

• Coordination

• Follow-up

• Basic IT Knowledge

• Problem Solving

• Documentation