Customer Support

Shah Alam, Selangor

Posted yesterday

Company:: IT Business Solutions Sdn Bhd
Company Description:: ITCAN is a leading Technology service and solutions company headquartered in Singapore that helps its client and partners in implementing intelligent solutions to resolve business and operational issues. ITCAN provides technical consulting services, project and systems management and technical support through planning and carrying out technology transitions and providing an extensive range of other value-added services.
Contract Type:: Contract
Experience Required:: No Experience
Education Level:: Diploma
Gender:: Any
Number of vacancies:: 6

Job Description

Your Responsibilities: (What is this role all about? What are the expectations of the applicant?)
 Answer incoming calls in a timely manner
 Resolving Celcomdigi partner’s challenges and issue escalations effectively. Manage and resolve cases during the first call (First Call Resolution).
 Beyond First Call Resolution cases, escalate them to technical level 2 or back-end support level 2 via email and/or escalation system, and follow up thereafter until closure.
 Reviewing open cases from the Incident Management system and resolve them within the service level agreement (SLA).
 Attending to cases escalated by Celcomdigi’s Partners through web portal and resolve them within SLA.
 Log case in tool provided by Celcomdigi on calls and email attended to track productivities.

Your Merits: (These are must haves in terms of qualifications & experience & specific technical /professionals skills that you expect from the applicant)
 Minimum Diploma with at least 2-3 years accumulated service-related experience, fresh graduate is welcome to apply.
 Possess language proficiency in Bahasa Malaysia & English. Mandarin speaking is an added advantage.
 Good communication/written skills, love interaction with customers.
 Team player and fostering collaboration.