Helpdesk Analyst

3 days ago

Kuala Lumpur, Malaysia AMK Technology Sdn Bhd Full time

OPEN TO LOCAL MALAYSIAN ONLY - zJapanese & English speaker

**Job Summary**:

- The Helpdesk Analyst L1 is responsible for providing first-level technical support for Zoom and Box products.
- This role involves responding to customer inquiries, troubleshooting basic technical issues, and escalating more complex problems to higher-level support.

**Responsibilities**:

- Provide first-level technical support for Zoom and Box products.
- Troubleshoot and resolve basic technical issues related to Zoom meetings, webinars, and Box file storage.
- Escalate unresolved issues to L2 or L3 support as needed.
- Communicate effectively with customers to understand and resolve their issues.
- Maintain detailed records of customer interactions and technical issues in the support ticketing system.
- Document troubleshooting steps and solutions for common issues.
- Update knowledge base articles to assist customers and other support team members.
- Work closely with L2 and L3 support teams to ensure timely resolution of customer issues.
- Participate in team meetings and training sessions to stay updated on product changes and support best practices.

**Requirements**:

- Min. 1 years of experience in a helpdesk or technical support role.
- Excellent communication and customer service skills.
- Bilingual Communication skills (Japanese & English)
- Basic understanding of networking and operating systems.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- To update worklogs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update and self development.

Schedule:

- Fixed shift
- Monday to Friday

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