First Level Support

1 week ago


Kuala Lumpur, Malaysia Virtual Calibre Sdn Bhd Full time

**About the Role**:

- Role: First Level Support
- Client: Strateq
- Based Location: Onsite - Kuala Lumpur
- Tenure: Initial Contract 36 Months
- Joining Date: Immediate / 1 Month
- Nationality: Local Malaysian

**Responsibilities**:
Ticket Management: Open, update, and close support tickets in the designated ticketing system, ensuring all relevant information is properly documented and tracked.

Knowledge Base: Contribute to the maintenance and enhancement of the knowledge base, creating and updating articles to facilitate efficient issue resolution.

Team Collaboration: Collaborate with other support team members, sharing knowledge and insights to improve overall support quality.

Customer Satisfaction: Strive to ensure high levels of customer satisfaction through excellent service delivery, issue resolution, and effective communication.

Escalation Management: Escalate critical issues to senior technical support staff or management as per the company's escalation process.

**Requirements**:

- Strong technical aptitude and ability to grasp new technologies quickly.
- Excellent problem-solving skills with a methodical approach to troubleshooting.
- Effective communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
- Customer-focused attitude with a dedication to delivering high-quality service.
- Ability to work independently as well as part of a team.
- Detail-oriented and organized, with good time management skills.
- Flexibility to work in shifts, weekends, or on-call rotations if required.

**Job Type**: Contract
Contract length: 6 months

**Salary**: RM6,000.00 - RM8,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Holidays
- Monday to Friday

**Experience**:

- Application Technical Support: 3 years (required)


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