IT Service Management Specialist

2 weeks ago


Subang Jaya, Malaysia John Clements Full time

Working arrangement - Either Office or hybrid. *WFH if night shift only

We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and build relationships with them.

This role oversees several key functions to ensure our customers receive the most from their Unified contact with client. This role is the single point of contact (SPOC) and is responsible for all the Reactive Support experience of the customer, including accountable for customer-facing ownership during escalations, and empowered to elevate/escalate within engineering based on business justification. This will require establishing and maintaining strong relationships with current customers and addressing their technical support needs, while managing expectations and orchestrating internal client resources as needed to achieve those expectations to a high standard. Besides building strong relationships with customers, they must be able to understand the current products and services. Provide insights on the customer’s problems and addressing pain points.

1. Technical Know-How
- Knowledgeable in Azure, Dynamics 365, AWS, or any related tools/technologies
- Tech-savvy, good knowledge of Cloud and IT Service Management
- Assist customers’ technical requests and take care of any technical issues.

2. Relationship Management
- Build strong customer relationships, especially with key customer stakeholders and sponsors to enable quality solution planning, delivery execution and governance
- Know the customer and understand their expectations with their reactive support experience
- Understand the customer’s business, priorities and IT objectives in order to develop and manage the delivery of support services to enable customers to fulfill the value of Microsoft products and cloud services
- Focus on support issues and orchestrate support teams to resolve customer concerns to ensure customer satisfaction
- Always strive to provide exceptional customer experience
- Manage customer expectation and lead them to customer satisfaction
- Keep track of key account metrics (defined internal metrics)

3. Incident Administration
- Monitor reactive cases owned by internal support organizations
- Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health
- Communicate the progress to both internal and external stakeholders.

4. Escalation Handling
- Handle high-risk escalations and gather/analyze information as needed to support the customer
- Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

5.Critical Thinking
- Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.
- Establish a customer obsession approach that puts the customer and the customer operational health in the center.

MUST HAVE:
Diploma
- Min total 5 years experience in technical support or relevant roles such as Azure, Cloud, 365 etc
- Must have domain knowledge and experience in supporting Microsoft products
- Proficient (spoke/written) in either Cantonese or Mandarin (either one will do)

**Salary**: RM5,500.00 - RM10,500.00 per month

Schedule:

- Evening shift
- Holidays
- Night shift
- Rotational shift
- Weekend jobs

Supplemental pay types:

- Overtime pay

**Experience**:

- AWS, Cloud: 5 years (required)

**Language**:

- Mandarin/Cantonese (required)

Ability to Commute:

- Subang Jaya (required)

Ability to Relocate:

- Subang Jaya: Relocate before starting work (required)


  • Site Supervisor

    4 weeks ago


    Subang Jaya, Malaysia Besroc Flooring Specialist Sdn Bhd Full time

    **COMPANY OVERVIEW** **BESROC FLOORING SPECIALIST SDN BHD**, is a first super flat floor specialist in Malaysia to achieve the super flat floor with dipstick measurement report, having accomplished many super flat floor projects in Malaysia. Equipped with more than 20 years of experience, the latest technical know-how and product knowledge, state of the art...


  • Subang Jaya, Malaysia IT Business Solutions Sdn Bhd Full time

    **Billing Management Specialist** Responsible for project delivery of next generation Product Catalogue (EPC/PDC) for celcomdigi. Drive product simplification and rationalisation SI partners in design product catalogue structure along with 3rd party platform integration. Enhance and simplify configuration process and efforts and enable faster time to...


  • Subang Jaya, Selangor, Malaysia Abbott Laboratories Full time

    MAIN PURPOSE OF ROLEPartnering with the sales team provides opportunities to maximize service upgrade opportunities. Effective time management by the incumbent helps minimize potential customer downtime increasing customer satisfaction with our solution. Also, the cost of service management including spare part inventory management and resolution through...


  • Subang Jaya, Malaysia Airbus Full time

    **Scope of Position**: The Product and Service Catalog Specialist is responsible for leading the Product and Service Product Service Lines (PSL) to represent Infra and Digital Workplace Domain in front of other Airbus Functions. The objective is to oversee the development, maintenance, and optimization of our IT product and service catalog. This role is...

  • Voc Specialist

    6 days ago


    Subang Jaya, Malaysia IT Business Solutions Sdn Bhd Full time

    Role Description: - You will be responsible for Network complaint ticket handling. - You will be responsible for analyzing customer’s problem & proposing solutioning (optimization, short/long-term) to enhance network performance and customer experience. - You will work with internal teams, vendors, partners, and stakeholders to ensure quality closure...


  • Subang Jaya, Malaysia service and solution for IT industry Full time

    Nature of Business: IT service and solution provider - Location: Sime UEP Subang, Industrial Park Subang (Must have own transport) - Position: Customer Support - Salary Range: RM2,100- RM2,500 (Not include allowance) - Degree holder starting from RM2,200 above (Based on exp) - Diploma holder starting from RM2,100 above (Based on exp) - Working Days: Normal...


  • Subang Jaya, Malaysia OSC Orthopaedic Specialist Centre Sdn Bhd Full time

    JOB SUMMARY Responsible for overseeing the functions of the IT department, which includes the maintenance of the IT infrastructure, internet services, Hospital Information System (HIS) Communication, and any other functions related to Information technology. Need to be able to troubleshoot on network-related items, and computer hardware as well as to be able...


  • Subang Jaya, Malaysia AEON Credit Service (M) Berhad Full time

    Provide good services and attend to merchants’ inquiries on a timely basis. - Communicate with various departments to maintain goodwill and to solve customers’ and merchant problems or request Service Unit acts as a liaison between CAD and Merchants to advise on the requirements. - Managing and organize among operational communication. - To escalate any...


  • Subang Jaya, Malaysia Easmed Sdn Bhd Full time

    The Clinical Application Specialist is primarily responsible for ensuring the provision of on-site advice and assistance on the usage of surgical equipment and products during surgical operations. The job holder is also accountable for the conduct of training for the surgical, nursing personnel and sales team to ensure that they are familiar with and...

  • Customer Service

    1 month ago


    Subang Jaya, Malaysia IT Solution Provider Company Full time

    **Nature of Business**: IT solution provider **Location**: SIME UEP Industrial Park Subang Jaya **Working Days**: 5 days ( Mon-Fri, 9am - 6pm) **Salary**: RM2,200 - RM2,500 **Job Requirement**: - A minimum Diploma and above. - Fresh graduate are welcomed to apply. - Smart & love communicate with people - Checking of the warranty for the particular IT...

  • Customer Service

    1 month ago


    Subang Jaya, Malaysia IT Solution Provider Company Full time

    **Nature of Business**: IT solution provider **Location**: SIME UEP Industrial Park Subang Jaya **Working Days**: 5 days ( Mon-Fri, 9am - 6pm) **Salary**: RM2,200 - RM2,500 **Job Requirement**: - A minimum Diploma and above. - Fresh graduate are welcomed to apply. - Smart & love communicate with people - Checking of the warranty for the particular IT...


  • Subang Jaya, Malaysia MPS Full time

    What you will do As a dedicated Voice Channel Specialist, you’ll play a pivotal role in providing top-notch customer service. Here is what's waiting for you: - Focusing diligently on voice channels to swiftly address customer queries and take ownership of their concerns - Striking the perfect balance between customer requirements and business objectives,...

  • Technical Specialist

    4 weeks ago


    Petaling Jaya, Malaysia JMA Global IT Solutions Sdn. Bhd Full time

    **Technical Specialist - EUC** - Technically must be strong, at least 3 years Microsoft and hardware experience. - Professional certificate - Microsoft / CompTIA. - Experience in managing SCCM. ManageEngine and other EUC tools. - If got System or Network experience is a plus point but need to have professional certificate. Thank you! **Job Types**:...


  • Subang Jaya, Malaysia HYGR SDN BHD Full time

    We are seeking a highly skilled and motivated Digital Marketing Specialist to join our team. As a Digital Marketing Specialist, you will play a key role in: - You will also be responsible for measuring and optimizing the performance of our digital marketing efforts using various metrics platforms. **Job Requirement** - A minimum of a Diploma in a related...

  • Cloud specialist

    1 week ago


    Subang Jaya, Selangor, Malaysia Vstecs Full time

    CLOUD SPECIALIST Selangor - Kota Damansara, Petaling JayaRESPONSIBILITY:Collaborate with architect and developers to design and build cloud service oriented solutions. Propose and design solutions based on cloud best practices and industry standards. Deliver technical details, diagrams, or other content to assist in creating quotes and proposals. Create...


  • Subang Jaya, Malaysia AEON Credit Service (M) Berhad Full time

    **Job Description**: - To adhere with Company's internal policies and guidelines as well as BNM and any regulatory requirements. - To attend and resolve customer complaints and service request related to collection from various channels. - Investigating, define the root cause, validity of the complaint and resolving customer and 3rd party complaints and...

  • Treasury Specialist

    2 weeks ago


    Subang Jaya, Selangor, Malaysia Siemens Full time

    Treasury Specialist Located in Malaysia / Kuala Lumpur and is organizationally part of the local ASEAN FIN organization with reporting line to the Head of Treasury ASEAN + (virtual part of the Global Treasury community).Organizational DevelopmentEstablishing, developing and managing the global governance and IT infrastructure for treasury, pensions and...


  • Subang Jaya, Malaysia AEON Credit Service (M) Berhad Full time

    Job Highlights: - Competitive Salary Package - Incentive Main Purpose of Job: - The main purpose of a collector is to manage customer’s account on monthly basis, ensure all accounts pay before due date & to ensure customer’s account maintain and does not increase in ageing. **Job Description**: - Responsible to each separate individual result...

  • Community Specialist

    1 month ago


    Subang Jaya, Malaysia Playpark Pte Ltd Full time

    Job Title: Community Specialist (Malaysia) Location: [Malaysia] About the Role: We are seeking a highly motivated Community Specialist to join our gaming company, focused on serving the Malaysian market. You will be responsible for managing and growing our online community, and assisting with marketing activation efforts in the community. The ability to...


  • Subang Jaya, Selangor, Malaysia Hitachi Careers Full time

    Description Your responsibilities: Responsible on taking leverage the existing installed base and identifying and developing sales opportunities for Transformers Service Solutions, driving sales volume and margin goals assigned and establishing long-term customer relationships by understanding customer requirements and applicable regulations, responding...