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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Customer Service jobs   »   Technical Helpdesk Specialist

Technical Helpdesk Specialist

Kuala Lumpur
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Responsibilities:

  • Provide technical phone support to customer.
  • Use problem solving skills and product knowledge to remotely resolve Customer's technical queries in a timely manner
  • Activate engineer for onsite repair with part recommendation or trigger replacement unit for customer in the event of genuine hardware failure.
  • Record and update customers' cases into systems for proper tracking
  • Provide accurate and understandable information to customer remotely
  • Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.
  • Maintain high level of customer satisfaction whilst providing technical assistance.
  • Maintain accuracy when logging and/or updating call details in call tracking tool.
  • Understand the company policies, processes, products, technical knowledge and escalation path.
  • Remain polite, patient and courteous with customer throughout the service engagement.

Requirement:

  •  Candidate must possess at least Diploma in Information Technogy or relevant field with at least one year of experience in technical desk support.
  • Open for Malaysia Citizen only
  • Good support knowledge in MS Windows OS and Office suite of product.
  • Customer focus, with exceptionally good customer service, inter-personal and telephony skills sets
  • Must have good command of English, Mandarin will be an added advantage. 
  • Process oriented and able to multitask.
  • Able to perform in fast moving and demanding environment
  • Team player who is self-motivated, self-disciplined and initiative

Other information:

  • Working hours: 8.30am to 6.00pm (Mondays - Fridays)
  • Must be able to comply to Singapore working calendar as the job is to support Singapore operations.
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Company Overview

We are a committed and trusted IT services and solutions partner since 1995. We supply equipment, parts and reliable after sales IT solutions to our customers. We also deliver creative and customized solutions based on specific business needs and requirements.

With over 20 years of experience in the business, our customers can be assured that they are in good hands when they engage our support and services. We offer a wide range of cost effective services and solutions to meet various business needs.

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Company Summary
ServLink Technology Resources Pte Ltd
201-500 employees
Information Technology