L1 Technical Support

Mission Consultancy Services; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Mission Consultancy Services is seeking an experienced L1 Technical Support professional to deliver front-line technical assistance to customers. The role requires owning tickets within SLAs, identifying and resolving issues, and providing guidance across teams.

Candidate should have at least 3 years of related experience, fluent English, and readiness to work outside standard hours as needed. Global customer support coverage and knowledgebase upkeep are part of the responsibilities.

Qualifications

• Min 3 years of experience in the related field.
• Fluent in English language both written and oral.
• May be required to work outside standard hours.
• Candidates must be eligible to work and live in the country of employment.

Responsibilities

• Provide front-line technical assistance to customers.
• Own and track tickets within SLAs.
• Identify, resolve or manage the resolution of system issues.
• Take calls and service ticket requests on a ticket system.
• Support internal clients with system admin tasks and product knowledge.
• Ask the right questions to collect information to resolve issues.
• Communicate with Level 1, 2, 3 teams and keep clients updated.
• Manage escalation to 2nd Line.
• Update and manage Knowledgebase.
• Work with automated system monitoring across large networks.
• Provide 24 hours / 5 days a week coverage for customers.
• Be part of scheduled shift rotations.
• Complete assignments as required by Management.
• Meet KPI targets.

Skills

Customer focus

Ticketing

SLA adherence

Issue resolution

Communication

Knowledgebase

System monitoring

Shift work

KPIs

Front-line support

Tools

Ticketing system

Monitoring tools

Knowledgebase management

Job description

JOB SUMMARY

On behalf of our client, we are seeking an experiencedL1 Technical Supportprofessional to deliver front-line technical assistance.

JOB DESCRIPTION

• Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
• Own and track tickets within SLAs.
• Identify, resolve or manage the resolution of system issues.
• Take calls and service ticket requests on a ticket system.
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to resolve the issue or eradicate to a specialist.
• Communicate to Level 1, 2, 3 teams keeping clients and management informed.
• Manage escalation to 2nd Line.
• Updating and managing Knowledgebase.
• Familiar working with automated system monitoring and applications across large networks.
• Technical Support is a 24 hours / 5 days a week responsibility for customers around the world.
• Be a part of a scheduled shift rotation.
• Assignments as required and relevant by Management.
• Achieve the KPIs.

JOB REQUIREMENTS

• Min 3 years of experience in the related field.
• Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
• Own and track tickets within SLAs.
• Identify, resolve or manage the resolution of system issues.
• Take calls and service ticket requests on a ticket system.
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to resolve the issue or eradicate to a specialist.
• Communicate to Level 1, 2, 3 teams keeping clients and management informed.
• Manage escalation to 2nd Line.
• Updating and managing Knowledgebase.
• Familiar working with automated system monitoring and applications across large networks.
• Fluent in English language both written and oral.
• Additional languages will be beneficial.
• May be required on occasion to work outside standard working hours.
• Candidates must be eligible to work and live in the country of employment.