Technical Support Specialist

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia WORQ Enterprise Full time
Job Description

We are seeking a highly skilled and organized Technical Support Specialist to join our team at WORQ Enterprise. As a key member of our operations department, you will be responsible for providing exceptional customer service to our members, resolving technical issues, and improving our overall helpdesk operations.

Main Responsibilities:
  • Process Improvement & Automation: Identify opportunities to simplify and automate workflows across departments, design and implement no-code automation solutions, and document process improvements.
  • Helpdesk Management: Monitor and respond to all email inquiries, manage the live chat function, handle inbound phone support, and track resolution times.
  • IT Administration & Documentation: Manage IT documentation, coordinate with vendors, maintain organized records of IT assets and licenses, and create and update IT policies and procedures documentation.
  • Knowledge Management: Develop and maintain comprehensive training materials, create and update the company knowledge base, produce step-by-step manuals, and ensure all documentation remains current.
  • Performance Monitoring & Reporting: Track key performance indicators, prepare visual data presentations, identify trends and areas for improvement, recommend data-driven solutions, and develop and maintain dashboards.

Qualifications:

  • Bachelor's degree in Customer Service, IT, Business Administration, or related field.
  • 3-5 years experience in a customer service role with significant IT components.
  • Demonstrated experience with helpdesk or service delivery functions.
  • Experience in multi-location business environments preferred.

Requirements:

  • Proficient with Hubspot CRM/Service Hub.
  • Expert in Microsoft Office/Google Workspace productivity suites.
  • Experience with Tango or similar documentation creation tools.
  • Familiarity with AI tools for customer service and workflow automation.
  • Basic understanding of no-code automation platforms.
  • Comfort with analyzing data and creating visual reports.


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