L1 Technical Support

1 day ago

Subang Jaya Selangor, Malaysia Hitachi Sunway Information Systems Full time 40,000 - 60,000 per year
  1. Respond to service, product,technical, and customer relations questions on subjects such as features,specifications, and repairson current and discontinued products,parts, and options,based on customerentitlement.
  2. Log cases, provide information, and troubleshoot to solve customer problems according to company KPI (Key Performance Indicators) for the business.
  3. Manage customer expectationsbased on customerentitlement.
  4. Keep customers informed, set, and follow commitments, keep precise case documentation, and case ownership, and add case resolution to knowledge management service.
  5. Engage team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met. Elevate and/or escalate to next level in a timely manner when the case is complex.
  6. Proactively assist internal or external businesses and end users to avoid or reduce problemoccurrence.
  7. Manage multiple tasks or cases simultaneously with minimal supervision.
  8. Active and self-paced improvement of technical and business processknowledge
  9. Independently and actively improvethe quality metricstowards the achievement of targets.
  10. Keep documentation as per requirements.
  11. Meet deadlines and keep service level agreements.
  12. Should be ready to work in shift.

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