Technical Service Desk
PT TranscosmosKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionStrong analytical skillsets with logical thinking capability. Strong prioritization and multitasking skills to work with multiple companies. Answer phone calls from multiple client companies, escalate to PIC and manage records. Strong communication skills with HQ and affiliate companies. Carry out administrative functions. Review completed tasks to ascertain compliance with standards. Document all knowledge and processes, maintenance and update of user / internal manuals and FAQs. Stay up-to-date with product knowledge and industry trends across all client accounts. Record all problems and their solutions in the Production Log File and ensure problems follow-up. Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs. Monitor event & notification dashboard and perform actions based on instructions and procedures. Ensure customer KPI and SLA requirements are met.
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Role
- Provide technical assistance and support to multiple clients, managing and prioritizing inquiries from different companies, primarily in English and Japanese.
- Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses.
- Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.
- Compose thoughtful, personalized responses for a variety of end user requests.
- Effectively resolve enquiries from end users in a considerate, accurate, and timely manner.
- Manage incidents and service requests and devise solutions to resolve issues.
- Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.
- Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required.
- Prior experience in managing multiple client companies in a help desk or call center environment is a plus.
Skill Requirements
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Technical Service • Kuala Lumpur, Kuala Lumpur, Malaysia