Support Analyst
6 months ago
**upport Analyst**
**Oil & Gas Client (PETRON)**
**12 months Contract Duration**
**Damansara Heights, Kuala Lumpur**
**Monday - Friday [8.00 am - 5.00pm]**
**RM 2500 - 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 Follow-up:
- Follow up with customers promptly to obtain any missing or additional documentation.
- Ensure accurate documentation submission by customers.
2. System Escalation Handling:
- Respond to and investigate system-related 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.
- Back-end Support by attend on escalation cases quota from payment terminals, card and pin issues.
3. Customer Communication:
- Provide clear and concise explanations to customers regarding system-related issues and resolutions.
4. Process Improvement:
- Collaborate with cross-functional teams to implement enhancements that contribute to operational efficiency.
5. 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 system-related issues and resolutions.
- Process Improvement:
- Collaborate with cross-functional 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.
2. Documentation Update and Follow-up:
- Follow up with customers promptly to obtain any missing or additional documentation.
- Ensure accurate documentation submission by customers.
3. Customer Communication and Enquiries:
- Undertake customers’ support in PIN enquiry, PIN reset, quota checking, card delivery status, return parcel etc.
4. Back-end Support:
- Attend on escalation cases quota from payment terminals, card issue etc.
5. 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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