Service Desk Agent

2 days ago

Malaysia Office Penang Centific Full time 30,000 - 60,000 per year

About Centific

At Centific, people are at the center of our culture.We constantly seek out opportunities for people to enhance their skills,

and emphasize work-life balance for all our employees.We believe that competition can bring out the very best in people

– from our annual creative film and speech contests to our weekly office game tournaments,we mix work and play to engage our people and help our clients succeed.

About Job

Key responsibilities are:

  • Technical Support: Providing technical assistance to users via phone, email, or chat for issues related to products. This would involve troubleshooting problems, diagnosing issues, and offering solutions.
  • Customer Service: Delivering excellent customer service by being patient, courteous, and helpful. This includes clearly understanding user issues and explaining solutions in an easy-to-understand manner.
  • Ticketing System: Utilizing a ticketing system to document user concerns, track issue resolution progress, and ensure adherence to service level agreements (SLAs).

Other responsibilities are:

  • Handles sensitive data while adhering to strict security and privacy rules.
  • Provide up to date and actionable briefings to the leadership chain regarding current business operations, customer incidents, and tolling/process issues.
  • Actively participate in Telephone Number Services daily work.
  • Proactively identifies process gaps /issues, and presents solutions for resolution.
  • Contribute to and evolve a playbook of processes, keeping them current and useful.
  • Propose preventative measures, process enhancements and improved tolling functionality.
  • Adhere to, closely monitor, and report on KPIs including time to action, and port order completion timelines.
  • Maintain a portfolio of customers and tickets associated with these customers.
  • Contributes to the backlog of development activities when required.
  • Works with ticketing queue to ensure customer requests are closed on time and with quality.

Desired experience and technical skills required:

  • Bachelor's degree preferably in International Business, Intelligence Studies, Management Information Systems, Computer Science. Other relevant experience considered in lieu of specific degree.
  • 1+ years of experience working in a business operation role.
  • 1+ years of experience or study in telecommunications, fixed line or VOIP is a plus.
  • 1+ years of experience working in a Telephone Number Services team in the high-tech industry is a plus.  
  • 1+ years of incident and customer relationship management experience is a plus.
  • Strong capabilities in Microsoft Office products.
  • Experience with Microsoft Dymanics365 ticketing tool is a plus.
  • Telephone system, phone number management, phone number porting experiences a bonus.
  • Data analysis experience and strong Microsoft Excel, PowerBI, or other data analysis tool knowledge a plus

Languages:

Must be proficient in English (spoken and written)

Working Time and hours: 

Able to work from Tuesday - Saturday. Day Job 8am-5pm

Centific is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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