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Careline System Administrator

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Touch 'n Go Group Full time

The Touch 'n Go Group is seeking a highly skilled Technical Support Specialist to join our team. As a key member of the Business Process Improvement department, you will be responsible for providing technical support and optimizing customer service systems and careline platforms.

Main Responsibilities:

  • Administering and enhancing customer support platforms to improve service efficiency.
  • Optimizing call routing and ticketing workflows to streamline customer support operations.
  • Maintaining and updating chatbot workflows and self-service FAQ knowledge bases to enhance automated customer support.
  • Supporting automation and integration to reduce manual processes.
  • Developing reporting dashboards and performance analytics to provide insights for continuous service optimization.

Requirements:

  • Bachelor's degree in computer science, Information Technology, Software Engineering, or a related field.
  • 2-4 years of experience in administrating contact center solutions and CRM platforms.
  • Experience in platform configuration, customization, and automation is preferred.
  • Certification in CRM or contact center platforms solution is a plus.