Helpdesk Support Specialist

2 days ago

Kuala Lumpur, Malaysia PracBiz Sdn Bhd Full time

**Requirements**:

- Excellent written and oral communication skills in English.
- Mandarin language is an added advantage.
- Possess at least a Bachelor's Degree in Computer Science or relevant fields
- Prior working experience as a Customer Support Executive, Customer Support Specialist, or Customer Service Executive is preferred.
- Outbound call center experience is an added advantage.
- Fresh graduates with relevant internship experience can be considered.
- Customer-oriented attitude.
- Self-motivated, confident & innovative, resourceful and results-oriented.
- Excellent communication skills.
- Excellent problem-solving skills, ability to perform remote troubleshooting and
- provide clear instructions.
- Great team player.

**Responsibility**
- Actively listen to understand the nature of the issue and gather relevant information.
- Diagnose and troubleshoot technical problems related to software, network connectivity, and other relating systems.
- Provide clear and concise instructions to guide users through resolving the issue.
- Utilise knowledge base resources and internal documentation to find solutions and best practices.
- Escalate complex or unresolved issues to the appropriate team member or department.
- Stay up to date with product and technology changes and communicate them to customers as needed.
- Ensure timely and effective resolution of issues reported.
- Maintain a positive and professional demeanor throughout all interactions.
- Contribute to improving the efficiency and effectiveness of the helpdesk operations.
- Collaborate with other team members to provide effective support to our customers.
- Document all interactions and resolutions for future reference.
- Follow established processes and procedures for resolving technical issues.
- Provide exceptional helpdesk service at all times.

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