- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Assisting customers to troubleshoot the suspected fault through carefully designed questions
- Identifying the issue encountered by the customer and opening the relevant support ticket in system
- Determine the solution based on the issue and details provided by customers
- Planning and tasking of maintenance support teams to align with client’s schedule
- Coordinate with maintenance support team to resolve clients’ concern
- Monitor and follow-up on all outstanding support tickets till closure
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Handling customer complaints or feedback
- Preparation of reports
- Identify and suggest possible improvements on existing processes
Requirements:
- Minimum NITEC in any discipline
- Candidates with field of study in Engineering and Information Technology will be considered favourably
- Candidates with experience in Customer Service, call-centre or helpdesk, will be considered favourably
- Able to converse in English fluently
- Customer-oriented and cool-tempered
- Must be able to perform 24/7 rotating shift duties, including weekends and public holidays
- Working Location: Commonwealth
