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Level 1 Solution Support Agent
2 weeks ago
As a Solution Support Agent, you will be the first point of contact for customers, handling enquiries and basic troubleshooting related to messaging, cloud, and cybersecurity services. You will communicate with customers via phone, email, and chat, ensuring all cases are logged and followed up effectively. Working as part of a team, you will help maintain service standards and provide an excellent customer experience.
Job Responsibilities:
- Attend to customer enquiries and provide first-level support for messaging, cloud, and cybersecurity-related issues.
- Perform basic troubleshooting and escalate complex cases to Level 2 or vendor teams when necessary.
- Log and update all case details accurately in the ticketing system.
- Communicate clearly and professionally with customers on case status or resolution.
- Collaborate with internal teams to ensure service quality and response targets are met.
Job Requirements:
- Diploma or Degree in any field, preferably IT or Computer Science.
- 1–2 years of experience in a Service Desk or IT Helpdesk environment.
- Proficient in English and Bahasa Malaysia (spoken and written).
- Good interpersonal and communication skills.
- Enjoys engaging with people and resolving customer issues patiently.
- Willing to work on a rotational 24/7 shift schedule, including weekends and public holidays.
