Protege Helpdesk/Customer Care

Redtone; Selangor; Hybrid; MYR 45,000 - 89,000; Full time

Job summary

Redtone is seeking a customer-focused technical support representative in Malaysia to serve as the first point of contact for customers seeking assistance. You will perform remote troubleshooting, determine optimal solutions, and follow up to update customer records per company guidelines.

The role requires clear communication, multi-language ability is a plus, and a proactive approach to incident management and service improvement.

Qualifications

• Bachelor’s Degree (in any discipline).
• Excellent communication skills with proficiency in multiple languages a plus.
• Self-driven, achievement oriented and Strong Can-Do attitude and willing to learn.

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.
• 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. Direct unresolved issues to the next level of support personnel
• 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

Skills

Technical support

Communication skills

Multilingual

Education

Bachelor's degree

Job description

• 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.
• 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. Direct unresolved issues to the next level of support personnel
• 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

Job Requirements

• Bachelor’s Degree (in any discipline).
• Excellent communication skills with proficiency in multiple languages a plus.
• Self-driven, achievement oriented and Strong Can-Do attitude and willing to learn