Technical Support

  • Check with seller
  • Published date: August 27, 2017
    • Kuala Lumpur (Sentral), Kuala Lumpur, Kuala Lumpur, Malaysia

The Technical Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner.

Key Responsibilities & Key Result Areas

1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status

Job details

Hire someone
RM 4000



Able to work 12hrs Shift include weekends , working odd hours - flexible with schedule & willing to work when required.
Able to work during festive season
At least 1 year experience in Contact Centre (If Diploma holders) or degree holder with Basic IT knowledge/experience
Have good communication skills, can speak fluently and clear tone
Good command of English (both Spoken & Written)
Is able to handle basic IT troubleshooting , example IE and Printer
Good attendance & Punctuality
Team Oriented & Team player.


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