IT Support/Service (remote)

Randstad Malaysia; Kuala Lumpur; Remote; MYR 47,000 - 67,000; Full time

Job summary

Randstad Malaysia is seeking a Customer Service & IT Support Executive to assist customers and internal users with software questions and basic technical issues. The role emphasizes clear communication, problem solving, and documenting support interactions from its Kuala Lumpur office.

Ideal candidates have a diploma or bachelor’s degree in IT/CS/Business, good language skills, and a customer-focused mindset. Training will be provided for product usage and system updates.

Qualifications

• Customer service experience or similar role preferred.
• Strong communication and problem-solving skills.
• Ability to explain technical information clearly to non-technical users.
• Willingness to learn new software, systems and technologies.

Responsibilities

• Respond to customer enquiries via email, phone, live chat or other channels.
• Assist customers with software questions, product usage and account access.
• Identify, investigate and resolve basic technical issues faced by customers and internal users.
• Provide basic IT support including hardware, software, network connectivity and system access issues.
• Log, track and follow up on customer enquiries and support tickets.
• Escalate complex problems to relevant teams when necessary.
• Maintain accurate records of interactions and resolutions.
• Assist with software testing, system updates and user account setup when required.

Skills

Customer service

Communication

Problem-solving

Explain technical information

Independent & collaborative work

Education

Diploma or Bachelor’s degree in IT/CS/Business

Job description

Job Description

Our client, a software company, is looking for a Customer Service & IT Support Executive to provide customer service and basic technical support to customers and internal users. The ideal candidate should have good communication and problem-solving skills, be customer-oriented, and be comfortable handling software-related enquiries and technical issues.

Key Responsibilities

• Respond to customer enquiries via email, phone, live chat, or other communication channels.

• Assist customers with software-related questions, product usage, account access, and troubleshooting.

• Identify, investigate, and resolve basic technical issues faced by customers and internal users.

• Provide basic IT support, including hardware, software, network connectivity, and system access issues.

• Guide customers and users through step-by-step solutions in a clear and professional manner.

• Log, track, and follow up on customer enquiries, technical issues, and support tickets.

• Escalate complex technical problems to the relevant technical or development teams when necessary.

• Work closely with internal teams to ensure timely resolution of customer issues.

• Maintain accurate records of customer interactions, reported issues, and resolutions.

• Assist with software testing, system updates, user account setup, and other IT-related tasks when required.

• Identify recurring issues and suggest improvements to customer service processes and support documentation.

• Ensure a positive customer experience by providing timely, professional, and effective support.

Requirements

• Diploma or Bachelor's degree in IT, Computer Science, Business, or a related field is preferred.

• Previous experience in customer service, technical support, IT support, or a similar role is an advantage.

• Basic understanding of software applications, computer systems, and common technical issues.

• Good communication and interpersonal skills.

• Strong problem-solving skills with a customer-focused mindset.

• Ability to explain technical information in simple and easy-to-understand language.

• Willingness to learn new software, systems, and technologies.

• Able to work independently and collaborate effectively with different teams.

• Good organisational skills and the ability to manage multiple enquiries and tasks.

skills

no additional skills required

qualifications

no additional qualifications required

education

Vocational/Professional Qualification