Support Analyst

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan JobOnline Sdn Bhd Full time

upport Analyst

Oil & Gas Client (PETRON)

12 months Contract Duration

Damansara Heights, Kuala Lumpur

Monday - Friday [8.00 am - 5.00pm]

RM RM 3000

Headcount : 2

Responsibilities & Accountabilities:

Role 1 :
Support Analyst 1


  • Customer Application Processing:
  • Ensure completeness and accuracy of customer information versus KPDN record in website, in terms of Business Registration Number, type of vehicle, quota limit.
  • Collaborate with relevant stakeholders (Cardtrend, DZ Card, CMCM, CV Sales & Card Accounting) to address any discrepancies or missing information.
  • Documentation Update and Followup:
  • Follow up with customers promptly to obtain any missing or additional documentation.
  • Ensure accurate documentation submission by customers.

System Escalation Handling:

  • Respond to and investigate systemrelated issues escalated by internal teams or customers.
  • Troubleshoot and identify system problems, collaborating with vendor and relevant respondent to implement effective solutions.
  • Document and track system escalation issues, providing regular updates to stakeholders.
  • Backend Support by attend on escalation cases quota from payment terminals, card and pin issues.

Customer Communication:

  • Provide clear and concise explanations to customers regarding systemrelated issues and resolutions.

Process Improvement:

  • Collaborate with crossfunctional teams to implement enhancements that contribute to operational efficiency.

Documentation and Reporting:

  • Generate reports on processing times, issue resolution, and other relevant metrics.

System Requirements

  • TNS portal
  • LMS portal
  • Card Management System portal
  • KPDN portal

Qualifications

  • Bachelor's degree in business administration or equivalent.
  • Customer Communication:
  • Provide clear and concise explanations to customers regarding systemrelated issues and resolutions.
  • Process Improvement:
  • Collaborate with crossfunctional teams to implement enhancements that contribute to operational efficiency.
  • Documentation and Reporting:
  • Generate reports on processing times, issue resolution, and other relevant metrics.
-
Role : Support Analyst 2

Responsibilities & Accountabilities:

  • Perform subsidy account validations between LMS and CMS to ensure no duplicate subsidy account.

Documentation Update and Follow-up:

  • Follow up with customers promptly to obtain any missing or additional documentation.
  • Ensure accurate documentation submission by customers.

Customer Communication and Enquiries:

  • Undertake customers' support in PIN enquiry, PIN reset, quota checking, card delivery status, return parcel etc.

Back-end Support:

  • Attend on escalation cases quota from payment terminals, card issue etc.

Data Analysis and Reporting:

  • Provide report on weekly cards embossing and delivery update.

Qualification

  • Bachelor's degree in business administration or equivalent.

Job Type:
Contract

Contract length: 12 months

Salary:
RM3,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Schedule:

  • Day shift
  • Monday to Friday

Supplemental pay types:

  • Performance bonus

Education:

  • Bachelor's (preferred)

Experience:

  • Administrative: 2 years (preferred)
  • Customer support: 2 years (preferred)


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