Video Customer Service Analyst

2 weeks ago

Cyberjaya, Malaysia Nasstar Full time

**We are looking for a Video Customer Service **Analyst** to join us**

**Location**:Cyberjaya, Malaysia

**Salary**:Competitive Base + Shift Allowance + Benefits

**Job Type**:Permanent, Full-time

**Hours**: 40h per week on a Rotational Shift Pattern covering Mornings, Afternoons, Evenings and Weekends

Nasstar is a managed service specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies.

The Video Customer Services Analyst is the first line of support for Video customers, including Video conference/event bookings, MACD requests, taking general queries, logging complaints, opening incident tickets, and providing advice on the best video conference solutions and practices.This team also manages the CMDB records for our Video customers.

**Main **Responsibilities** will include**:

- Being the first point of contact for Nasstar Video customers
- Answer calls from clients, ensuring a professional manner is maintained throughout and remaining calm under pressure. Also to achieve set call handling targets
- Ensure you are listening to the users and understand the issue/request and ask relevant questions
- Assess the impact and urgency of the issue/request and escalate accordingly where applicable

**What we’d like from you**:
**Work as part of a team**
- Work with peers, other team members to progress your working knowledge
- Liaise closely with the Video Support team and Technical team, advising promptly of any changes to the Event/Test schedules and Requests tasks that need to be progressed.
- Communicate with your team should you be struggling with an issue

**Actively managing and maintaining assigned tickets**
- Owning Request tickets and ensuring they are progressed in a timely manner, liaising with relevant fulfilment teams.
- Logging and managing Level 1 incident tickets, triaging to the relevant teams where applicable.
- Keeping the customer informed and updated with the progression of their issue or request.

**Perform Asset and Configuration management tasks**
- Manage and maintain internal and customer CMDB records keeping them evergreen.
- Perform relevant MACD updates based on customer requests.

**What you can expect from us in return**

At Nasstar, we think it’s important to look after our employees. In addition to a market standard pay, supportive teams and real chance to progress your career, we offer a range of benefits which include:

- **Holiday**: 20 days’ holiday, plus bank holidays
- **Medical Insurance Enrolment**: Will take place after probation is passed
- **Top tech**: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
- **Shift, Travel & Parking Allowance**:

- **Overtime**: All staff are eligible for overtime (if required)
- **Training**: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
- **Office Location & Environment**: Working in a modern new office with good facilities in the immediate location

**Why choose a career with Nasstar?**

Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless.

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