The Responsibilities of the Role:

Operational Deliverables and Contribution 

• Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.
• Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.
• Advice & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
• Responsible for ensuring that the set KPIs are achieved.
• Create a case in ticketing system, monitoring and drive the case until closure.
• To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
• To ensure high levels of customer satisfaction with individual calls
• If not successful in solving the ticket, forward to the next appropriate level.
• Usage of remote tools (where applicable) to analyze and resolve tickets.
• Ad-hoc tasks such as queue monitoring, light reporting and projects covering different time zones of regions.

Skill Requirements:

• Required to speak, read and write in English and Bahasa Indonesia language (additional languages would be a plus point)
• 1+ years of experience in Client Technical Support roles.
• Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
• Experience within IT Services and Working with Field Service Providers.
• Working Knowledge of Windows Operating Systems and MS Products.
• Technical Knowledge of the client (Notebook, Desktop, & Tablets).

The Package: 

• Attractive Salary (RM4,000 – RM4,500).
• Housing Allowance (RM500).
• Performance related bonus for confirmed Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Menara TA One.