Service Support Associate
6 days ago
Our client provides IT Services solutions to all of its clients with the systems it builds. Through collaboration between our colleagues, partners and customers, we strive to enrich society through constant innovation and development of solution-driven tools. As part of the front line with the clientele our Service Support associate will be accountable in the following roles: -- Create and manage users' expectations and provide escalation process procedures.
- Provide accurate and timely information to management on the performance measurement, quality assurance, and users satisfaction level.
- Provide first level contact and convey resolutions to users through a ticketing tool
- Working with users to identify issue with client and advising on the solution.
- Properly escalate unresolved queries to the next level of support.
- Follow up on outstanding requests and ensure timely resolution.
- Log all help -desk interactions and activities.
- Prepare activity reports and inform management of recurring problems.
- Ensure all helpdesk tickets are closed within SLA set.
- Performs any other related duties as and when directed by superior.
**Requirements**:
- Good knowledge of Service Management, MySQL, HTML, Microsoft Word & Excel.
- Punctual and have a great attitude - “Can do” attitude and ability to search for innovative solutions.
- Fresh Grads are encouraged to apply.
**Job Types**: Full-time, Permanent
**Salary**: RM2,000.00 - RM4,000.00 per month
**Benefits**:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Day shift
Supplemental Pay:
- Performance bonus
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