Technical Service Coordinator

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ABHIDI ENTERPRISES Full time

At ABHIDI ENTERPRISES, we value innovation and excellence in every aspect of our business, including our customer service.

We seek a talented IT Process Specialist to join our team, driving process improvement and delivering exceptional customer experiences.

**Key Accountabilities**

  • Provide L1 support for all applications, ensuring that user queries and issues are resolved promptly.
  • Raise and manage tickets in Service Now, guaranteeing that SLAs are met and users receive timely updates on ticket progress.
  • Accurately record user complaints in Service Now, ensuring that critical issues are escalated to the relevant teams and management.
  • Maintain a comprehensive log of all communication and steps performed in the Ticketing system, facilitating efficient issue resolution.
  • Inform users regularly about the progress of their tickets, promoting transparency and trust.
  • Evaluate escalation procedures to ensure that critical issues are addressed promptly and effectively.
  • Troubleshoot user queries via various channels, providing actionable solutions and recommendations.
  • Answer phones professionally, respond to user inquiries, and address complaints in a courteous and empathetic manner.
  • Install, configure, and upgrade FedEx software, ensuring seamless integration with existing systems.
  • Deliver remote support and troubleshooting services for user laptop/desktop issues, MS Office applications, and other FedEx applications.

**Requirements**

A diploma or higher education degree is necessary for this position. Service desk/helpdesk experience and proficiency in Korean are essential.

**Job Details**

This is an entry-level position offering full-time employment opportunities in the Information Technology field within the Consumer Services industry.



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