Helpdesk Support Specialist

Job Responsibility

1. Answer inbound calls, emails, and chats from customers seeking technical assistance.
2. Actively listen to understand the nature of the issue and gather relevant information.
3. Diagnose and troubleshoot technical problems related to software, network connectivity, and other relating systems.
4. Provide clear and concise instructions to guide users through resolving the issue.
5. Utilise knowledge base resources and internal documentation to find solutions and best practices.
6. Escalate complex or unresolved issues to the appropriate team member or department.
7. Stay up to date with product and technology changes and communicate them to customers as needed.
8. Ensure timely and effective resolution of issues reported.
9. Maintain a positive and professional demeanor throughout all interactions.
10. Contribute to improving the efficiency and effectiveness of the helpdesk operations.
11. Collaborate with other team members to provide effective support to our customers.
12. Document all interactions and resolutions for future reference.
13. Follow established processes and procedures for resolving technical issues.
14. Provide exceptional helpdesk service at all times.

Job Requirements

1. Excellent written and oral communication skills in English & Bahasa Malaysia; Mandarin is optional.
2. Possess at least a Bachelor's Degree in Computer Science or relevant fields.
3. Prior working experience as a Customer Support Executive, Customer Support Specialist, or Customer Service Executive is preferred.
4. Outbound call center experience is an added advantage.
5. Fresh graduates with relevant internship experience can be considered.
6. Customer-oriented attitude.
7. Self-motivated, confident & innovative, resourceful and results-oriented.
8. Excellent problem-solving skills, ability to perform remote troubleshooting and provide clear instructions.
9. Hands-on experience with Microsoft Office applications including Excel, Word and Powerpoint.
10. Great team player.

Job Benefits

1. Central location, Nearby public transport.
2. Competitive salary and benefits package including standby allowance.
3. Annual leave, medical leave, etc.
4. Medical Group insurance.
5. Opportunity to learn and grow in a dynamic environment.
6. Chance to make a positive impact on employees and customers.
7. Professional development opportunities.
8. Regular team activities.
9. Open culture.
10. EPF.
11. SOCSO.