Service Desk Specialist (Korean Speaker)

TG Malaysia; Johor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A specialized call center in Malaysia is seeking a technical support representative to provide 24/7 multilingual support. The ideal candidate is a Malaysian citizen, a fresh graduate or has up to one year of experience in IT support, and possesses excellent English communication skills. Duties include troubleshooting and managing customer inquiries across multiple channels. This position requires a willingness to work 12-hour shifts.

Qualifications

• Must be a Malaysian citizen.
• Willing to work 12-hour shifts.
• Strong communication skills required.

Responsibilities

• Perform log & route to Tier 2 or Resolver Teams.
• Provide 1st level troubleshooting on EUC/Server/Network.
• Respond to incoming enquiries/incident/request.
• Ensure daily tasks executed according to SOP.

Skills

Customer service skills

Communication skills

Troubleshooting skills

English (written and spoken)

Education

Fresh Graduate or 1 year of experience in IT support

Tools

Microsoft O365

ServiceNow

BMC Remedy

Cloud Telephony

Job description

Job description:

Specialized call center that provides technical support and customer service for complex products or services. They focus on resolving complex issues beyond standard support channels, offering 24/7 multilingual support to serve a global audience.

ob Responsibilties:

• Perform log & route to Tier 2 or Resolver Team(s)
• Perform 1st level troubleshooting on EUC/Server/Network
• Basic POS troubleshooting
• Application troubleshooting
• Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
• Password reset and unlock.
• Provide timely status update on issues escalated and to close tickets within service level agreement.
• Ensure daily tasks are executed according to SOP (Standard Operation Procedure)

Job Requirements:

• Open for Malaysia citizen ONLY
• Fresh Graduate or 1 years of experience in IT support service desk / network security support
• Excellent command of English, both written and spoken (MUST)
• Willing to work 12-hour shifts.
• Strong communication and customer service skills.

Technical skills

• Microsoft: O365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive), Windows
• Security & Monitoring: Sentinel, Defender, SIEM, Firewall IDS/IPS, SolarWinds
• Troubleshooting: Desktop, Network, Security
• Tools: ServiceNow / BMC Remedy, Cloud Telephony