Lebih daripada 10,000 jawatan kosong terkini di seluruh Malaysia
Service Desk Engineer (Mandarin Speaker)
Mohon Sekarang
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Job Responsibilities:

  • Effectively resolve L1 helpdesk queries as per deliverables outlined
  • Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
  • Execute transactions as per prescribed guidelines and timelines
  • Ensure that performance parameters are met to meet SLA targets
  • Ensure customer/user confidentiality and data protection at all times

Job Requirements:

Communication and Customer Service Skills

  • Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
  • Display Ownership and accountability
  • Quickly build trust and confidence with customer
  • Own and resolve customer issues efficiently, effectively and empathetically
  • Excellent comprehension and articulation skills
  • Excellent communication skills verbal and written
  • Demonstrate positive attitude
  • Willingness to learn and open to feedback
  • Helpful
  • Patience and perseverance
  • Demonstrated experience in negotiation skills (specifically in resetting Customer expectations, realigning KPI’s, etc.)

Analytical and Problem solving skills

  • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
  • Problem solving skills and quick thinking to own & resolve customers’ issues independently, thoroughly & efficiently
  • Able to identify sales opportunities and upselling

Time Management Skills

  • Being proactive and show the utmost respect for customer’s time
  • Good time management, ensuring all contacts with customers add value
  • Ability to Multitask
  • Adaptable, results driven, professional and high work standards

Computer skills

  • Excellent PC and data entry skills
  • General support knowledge of Operating systems across various platforms,
  • general productivity applications like MS outlook, MS excel, Lotus Notes etc
  • Knowledge on basic concepts of networking.
  • Working knowledge of MS Office

Mandatory requirement for experienced candidates:

  • Technical knowledge/expertise to support technical help related queries and trouble shooting.
  • Minimum 1 year experience in a L1 helpdesk / tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.
  • Ability to clearly and concisely transfer technical and business knowledge to knowledge base, colleagues and Customers.
  • A creative thinker, this person demonstrates initiative and is willing to go the ‘extra mile’;
  • Track record of being a team player, in a changing environment
  • BSc IT, BCS, CS, any B.E. degree / diploma required
  • Proven experience in commercial in bound telephony systems typically used in Call Centres, Help/Service Desks such as CISCO or ALCATEL.
  • Willingness to work in rotational shifts
  • Understanding of network protocols such as TCP/IP, DNS, SSL and VPN
  • Previous experience using Service Now, HP SM7 experience
  • Required language(s): Bahasa Malaysia, English. Mandarin speaker is a must.

Perks & Benefits

  • Nearby public transport
  • Free snacks / Happy hours
  • Medical insurance
Mohon Sekarang