Global Test Centre Support Analyst- Team Leader

15 hours ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

**GENERAL SUMMARY**:
Duties and Responsibilities:

- Provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Salesforce and other support tools.
- Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Test Center Support metrics.
- Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the testing center network.
- Act as advocates for the testing center administrators to ensure their needs and concerns are addressed and/or escalated.
- Follow established procedures for call and chat referral, escalation and problem resolution with Level 2 Engineers globally.
- Work cooperatively with other team members - including those in other regions.
- Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk support model.
- Perform other duties as assigned Ensure that all agents are working at an optimum level and that KPIs are met on a daily basis.

**Job Types**: Full-time, Permanent

Pay: From RM3,000.00 per month

**Benefits**:

- Health insurance
- Work from home

Schedule:

- Rotational shift

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