Tasks:
-> Provide remote L1 Support to End Users;
-> Analyzing problem & putting correct resolution in place;
-> Troubleshooting and relating resolution procedures to non-technical end- users,
-> opening, closing & monitoring of the incidents in the system during the complete incident lifecycle;
-> Monitoring the correct timelines (SLA)
-> Contact with the end user via phone, e-mail & chat, -> Providing input toward Knowledge base maintenance. -> Working on 8h shifts from our office located in KL (100% work in office, no possibility of hybrid or remote work),
-> Rotational shift during the weekends
Requirements:
-> Fluent Mandarin language and good English;
-> Strong organizational skills with ability to prioritize effectively
-> Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflict situations;
-> Previous experience with L1 remote support including: troubleshooting, diagnosis, resolution, software deployment will be considered as distinctive asset
-> Able to work on shifts (7:30am - 7:00pm) Monday till Friday (8 working hours per day)
-> Working on Malaysian public holidays will be required followed by agreed replacement leave
