This job offer is not available in your country.

Helpdesk Operations Management (Kuala Lumpur Malaysia)

AgridenceMalaysia

30+ days ago

Job description

Founded and based in Singapore, Agridence brings you the future of commodities trading. We are at the forefront of digitalising the agri-commodities supply chain across the globe to create a data-enriched and technology-powered ecosystem. This digital transformation enables deeper analysis of the supply chain to uncover environmental, social and financial risks allowing targeted interventions.

At Agridence, we use technology to enable data transparency and strengthen trust. We provide industry intelligence and insights to empower our customers to make smarter decisions. We strive to identify issues and deliver solutions that will redefine how commodities are produced and traded.

The Role

Job Summary :

The Helpdesk Operations role will be responsible for ensuring smooth operations of technical helpdesk services, handling complex incidents and providing support to the customers. This incumbent is also responsible for delivery exceptional customer service and effectively resolving technical issues.

Key Responsibilities :

Daily usage of Helpdesk ticketing system (Zendesk), ensuring efficient ticket routing, prioritization, resolution, in line with required service level agreement.
Provide customer assistance through a variety of channels – email, webform and webchat. Ensure that the customers’ issues are resolves effectively.
Analyse trends, identify root causes of recurring issues, and work with internal teams to develop proactive solutions that minimize future occurrences.
Establish, maintain and review key performance indicators (KPIs) to measure team performance, service quality, and customer satisfaction to ensure they are aligned with evolving business needs.
Stay up-to-date on emerging technologies and industry best practices in IT support, implementing innovative solutions to improve service delivery.
Work with internal teams in helping customers through their onboarding and continuous education of new functions that the Company is offering on the online platform that the Company has built for the customer.

Communication and Collaboration :

Foster strong communication channels within the Helpdesk team and collaborate effectively with other departments (Product team, Technical team, external client support teams) to ensure seamless technical support across the organization.

Act as a liaison between the Helpdesk team and customers, managing expectations and ensuring timely resolution of technical issues.

Effectively communicate complex technical information to non-technical audiences, providing clear and concise explanations.

Identify Frequently Asked Questions (FAQ) and turning it into resources which would be helpful to customers when they counter any issues.

Technical Expertise :

Possess a strong understanding of IT service management principles

Maintain a working knowledge of various software and hardware systems commonly used within the organization.

Effectively troubleshoot and diagnose technical issues, escalating complex problems to the appropriate teams for resolution.

Ideal Profile

About 2-4 years of relevant experience. Those with more years of experience will be considered for Senior Executive role.

Excellent analytical and problem-solving skills, with a focus on root cause analysis and proactive solutions.

Exceptional communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical audiences in Mandarin (a must to liase with Chinese speaking associates) and English language. Proficiency in Spanish, French, Thai or Malay is desirable but not compulsory.

Proficiency in MS Office Suite, and familiarity with Zendesk ticketing system are preferred but not required.

This role is to be based in Kuala Lumpur Malaysia and opens to Malaysians or candidates who do not require any sponsorship to work in Malaysia.

What's on Offer?

Flexible working options

Opportunity to make a positive impact

Great work environment

Create a job alert for this search

Kuala Lumpur Malaysia • Malaysia

Related jobs

Helpdesk Operations Management (Kuala Lumpur Malaysia)

SnaphuntMalaysia

Opportunity to make a positive impact.The Helpdesk Operations role will be responsible for ensuring smooth operations of technical helpdesk services, handling complex incidents and providing suppor...Show moreLast updated: 30+ days ago

Sales Executives

JST ERP (MALAYSIA) SDN. BHD.Federal Territories of Malaysia, MY

What you will be doing (Key Responsibilities) : 1.Build and Maintain Strong Relationships Develop and nurture relationships with decision-makers, business owners, warehouse managers, and staff to en...Show moreLast updated: 13 days ago

General Manager, ESG

HaysMalaysia

Hiring General Manager, ESG Sustainability (Kuala Lumpur).Looking for an ESG and sustainability manager based in Kuala Lumpur, Malaysia. This dynamic conglomerate, public-listed entity basedin Malay...Show moreLast updated: 30+ days ago

AWS Cloud Engineer

ExactMalaysia

Professional Job Malaysia, Kuala Lumpur Technology Malaysia.In the role as Cloud Engineer, you Build, Run and Change the Cloud hosting environments for our applications which we deliver in full Saa...Show moreLast updated: 30+ days ago

English Teacher - Kuala Lumpur

Teaching Abroad DirectAsia, Malaysia

Are you seeking a Teaching job in in the Far East?.We have a great opportunity to Teach GCSE English in a British Curriculum School in Malaysia. The school based just outside of Central Kuala Lumpar...Show moreLast updated: 30+ days ago

Accounting Officer - Hyatt Centric City Centre Kuala Lumpur

Hyatt CorporationMalaysia

Accounting Officer - Hyatt Centric City Centre Kuala Lumpur.Hyatt Centric Hyatt Centric City Centre Kuala Lumpur MalaysiaAccountingAdministrativeFull-timeReq ID : MAL000084Local.The first Hyatt Cent...Show moreLast updated: 3 days ago

Admin Assistant

Law FirmFederal Territories of Malaysia, MY

Raja Chulan, Kuala Lumpur is URGENTLY seeking for Admin Assistant to assist in general admin and clerical.Job Requirements : - - Malaysian only - Minimum SPM or equivalent - Good spoken and written E...Show moreLast updated: 13 days ago

Designer Sales Manager Kuala Lumpur

CosentinoMY

Designer Sales Manager, who will have the opportunity to work in a multinational environment, in full expansion, surrounded by numerous challenging projects that you can be part of.As a Designer Sa...Show moreLast updated: 10 days ago

Associate Director, Procurement Shared Services (Kuala Lumpur)

SingtelMalaysia, Malaysia

At Singtel, our mission is to Empower Every Generation.We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, t...Show moreLast updated: 12 days ago

Vice President VP, Fund Services (Kuala Lumpur, Malaysia)

Amethyst PartnersMalaysia

Develop a good understanding of product lines and identify opportunities for business growth and cross-selling.To coordinate communications and processes across all functional teams, ensuring timel...Show moreLast updated: 30+ days ago

Procurement Executive

Shangri-LaMalaysia

Be part of our Shangri-La family.Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore.Today, the group comprises over 102 deluxe hotels and resorts in key cities in ...Show moreLast updated: 30+ days ago

Associate Director

Earth Investment Bank LimitedFederal Territories of Malaysia, MY

We’re Hiring : Associate Director (Business Development) Are you a confident, outgoing professional passionate about asset management and client relationship building? Do you excel at generating inc...Show moreLast updated: 13 days ago

•Sales Manager (Based in Kuala Lumpur)

Marriott InternationalMalaysia

The position is accountable for proactively soliciting and handling sales opportunities.Ensures business is turned over properly and in a timely fashion for proper service delivery.Assists in leadi...Show moreLast updated: 3 days ago

Actuarial Analyst

SKL ActuarialMY

Our client is seeking an Actuarial Analyst to join the Asia Pacific Actuarial Analytics team.The successful candidate plays an important role in analysing risks to their business across all product...Show moreLast updated: 30+ days ago

Medical Sales Representative (Pharmaceutical - Kuala Lumpur)

Evolve ScientificMY

We are partnering with a pharmaceutical client to support the search for a.This role offers an exciting opportunity to join a committed team focused on delivering quality healthcare solutions to th...Show moreLast updated: 9 days ago

Senior Java Developer – Remote based Kuala Lumpur

Chronos ConsultingMalaysia

Our client is a leading provider of mobile internet optimization solutions that help telecom operators to improve network efficiency, speed and optimize video traffic. They are looking for an Experi...Show moreLast updated: 30+ days ago

Designer Sales Manager Kuala Lumpur

Cosentino GroupMY

At Cosentino () we are looking for a Designer Sales Manager, who will have the opportunity to work in a multinational environment, in full expansion, surrounded by numerous challenging projects tha...Show moreLast updated: 10 days ago

Regional Business Development-Kuala Lumpur

LazadaMalaysia

Sales, Business Development & Strategy.Department : Sales, Business Development & Strategy Location : Malaysia.Key Responsibilities (but not limited to) : . Your main responsibility will be building lon...Show moreLast updated: 13 days ago