Level 1 Support Specialist, Customer Service

Level 1 Support Specialist, Customer Service

EXCLUSIVE NETWORKS | Introduction Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organisation. Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential. DUTIES AND RESPONSIBILITIES | About the role The Level 1 Support Specialist, Customer Service is responsible for providing basic technical support to users experiencing difficulties with IT systems. This role involves handling customer calls/emails to support tickets, troubleshooting issues, resolving customer inquiries, and escalating complex problems to higher-level support teams when necessary. The specialist must meet SLA and response times as per the contract agreement, process hardware RMA matters with the vendor, and create reports for support calls and chronology reports. Reports to the Technical Manager. Level 1 Support Specialists are critical in ensuring a smooth user experience and maintaining the overall functionality of the company’s IT systems. As the Level 1 Support Specialist, Customer Service you will:

• Handle support calls/emails from customers requesting support for products.
• Verify SLA entitlement from the customer and assign support engineers.
• Follow up with customers for responses based on SLA for case status.
• Monitor the active case status and ensure the case is attended to by the support engineer.
• Provide survey/feedback forms to customers when cases are closed.
• Provide reports whenever necessary based on customer requests.
• Handle the RMA process for faulty hardware approved by the vendor.
• Provide 1st level support when customers log cases.

QUALIFICATIONS AND EXPERIENCE | About you The ideal Level 1 Support Specialist, Customer Service:

• Graduates in Computer Science are encouraged to apply.
• Relevant experience in customer service, preferably in the IT sector.
• Team player with a collaborative spirit.
• Resilient, independent, and proactive.
• Adaptable to work beyond 9-5, including weekends and public holidays as needed.

WHO ARE EXCLUSIVE NETWORKS? | Why work for us We are people-focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our mission is to drive the transition to a totally trusted digital world for all people and organizations. Exclusive Networks is committed to upholding the highest ethical standards and fostering a culture of diversity, equity, and inclusion. Our benefits include:

• Insurance Coverage

Important Information: Position only applicable for Malaysian citizens. #J-18808-Ljbffr