Global Test Centre Support Analyst

2 weeks ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

**Role Description**

This is a full-time on-site role for a **Global Test Centre Support Analyst** located in WP. Kuala Lumpur. As a Global Test Centre Support Analyst, you will be responsible for providing technical support, troubleshooting, and customer support to our clients. This role involves collaborating with various teams to ensure smooth testing operations, resolving technical issues, and delivering exceptional customer service.

**Responsibilities**
- Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
- Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
- Document details of cases and prioritize according to urgency and importance in Salesforce.
- Monitor support queues in Salesforce and take accountability in following through with end to end resolutions. Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
- Identify, recommend and communicate changes to existing procedures
- Work on projects and special initiatives as approved by team leads and managers.

**Requirements**:

- Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
- Able to speak fluent English.
- You care deeply about your performance and your teams performance
- Logical thinker with good analytical and problem solving skills
- Up-to-date technical knowledge
- Understand Basic User & Security Group Active Directory administration
- An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
- Good interpersonal and customer care skills
- Good accurate records keeping

Pay: RM3,500.00 - RM4,000.00 per month

Schedule:

- Monday to Friday
- Night shift
- Weekend jobs

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