Customer Experience Analyst (12 Months Contract)
Job details
We are looking for a Customer Experience Analyst to join our team in Cyberjaya. As a Customer Experience Analyst, you will provide support for all end-user/desktop technology requests or issues that customers present. Your core objective is to restore service for the customer as quickly as possible and, where further escalation is required, provide a single point of contact and ownership. Responsibilities
- Diagnose issues and provide speedy solutions, utilizing knowledge to personally achieve service restoration.
- Provide high level customer focus through delivery of accurate information to business clients regarding availability and functionality of services and customer's applications.
- Escalate all unresolved problems/requests to relevant teams providing accurate categorization, assessment, and prioritization.
- Perform remote diagnostic troubleshooting and checks for customer incidents.
- A motivated and driven person with a proven IT background or a first-rate IT customer service consultant with a passion for IT/Network/Desktop Computing. Customer success is in your veins. You thrive on playing your part in helping customers achieve their goals.
- Ideally, you will need to have a degree or formal IT qualification and/or experience in a similar role, with proven experience in IT customer service support.
- Technology-wise, you must have a basic technical understanding of LAN/WAN/Security/Server/Active Directory/Desktop/Windows 10 technologies and a sound understanding of what ITIL is and MS Office packages.
- Preferably with at least 1 to 2 years of work experience in an IT/NOC/Managed Services environment.
- You will have demonstrable problem-solving skills.
- An analytical and systematic approach in resolution, coupled with excellent relationship management skills will see you excel.
- Ability to communicate fluently in English at all levels and a can-do attitude is key.
- This role currently operates on a permanent night shift (Mondays to Fridays) in Cyberjaya and is a 12-month contract role.
- Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help".
- Pick your own adventure: Our people have moved from Help-desk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it!
- Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
- Flexible, modern working arrangements: Flexible model that allows for productive remote working and in-person collaboration. #LI-Hybrid.
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