L1 Technical Support

Mission Consultancy Services Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Mission Consultancy Services Malaysia Sdn Bhd is seeking a customer-focusedTechnical Support professional in Kuala Lumpur to manage tickets, resolve issues, and provide expert advice to internal clients. The role requires strong English communication and the ability to work within SLAs, with occasional after-hours support and escalation to higher-level teams.

The ideal candidate will have at least 3 years of related experience, be eligible to work in Malaysia, and willing to collaborate with

Qualifications

• Min 3 years of experience in the related field.
• Fluent in English language both written and oral.
• Additional languages will be beneficial.
• May be required on occasion to work outside standard working hours.

Responsibilities

• 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 escape 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

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 escape to a specialist

Communicate to Level 1, 2, 3 teams keeping clients and management informed

Manage escalation to 2nd Line ü 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 ü Assignments as required and relevant by Management

Achieve the KPIs

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 ü 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 escape to a specialist ü 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.

Mission Consultancy Services Sdn Bhd (MCS) was incorporated in Malaysia in 2015 and was awarded MSC pioneer status. We are primarily focused on providing professional and consulting services in Advanced Analytics, Business Intelligence, Data Warehouse Management, Machine Learning, Robotic Automation Process and Virtual Reality. We work with some of the largest Banks and Insurance companies in Malaysia.

Mission Consultancy Services Sdn Bhd (MCS) was incorporated in Malaysia in 2015 and was awarded MSC pioneer status. We are primarily focused on providing professional and consulting services in Advanced Analytics, Business Intelligence, Data Warehouse Management, Machine Learning, Robotic Automation Process and Virtual Reality. We work with some of the largest Banks and Insurance companies in Malaysia.

What can I earn as a Technical Support Role