Help Desk Expert

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Leanis Solutions Sdn Bhd Full time

As a Help Desk Expert at Leanis Solutions Sdn Bhd, you will play a crucial role in delivering top-notch customer support to merchants from diverse locations. Your responsibilities will include providing Level-1 support, investigating and resolving transaction-related issues, and ensuring seamless escalation to higher-level teams.

Key Performance Indicators:
  • First Call Resolution Rate: Achieve high first call resolution rates for merchant queries and issues.
  • Customer Satisfaction: Maintain high levels of customer satisfaction through prompt and effective issue resolution.
  • Issue Escalation: Accurately identify and escalate critical issues to higher-level support teams for swift resolution.
  • Quality Assurance: Conduct regular quality checks to ensure consistent delivery of excellent customer service.
Requirements:
  1. A diploma in any field is required, with fresh graduates also encouraged to apply.
  2. Strong communication and writing skills in English and Bahasa Malaysia.
  3. A stable internet connection, personal computer, and dedicated workspace for remote work.
  4. Attention to detail and ability to verify system-provided information accurately.
  5. Flexibility to work varied shifts (10PM to 10AM or 10AM to 10PM) for six days a week.
  6. Exceptional problem-solving, technical troubleshooting, and multitasking skills.


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