CUSTOMER EXPERIENCE ANALYST

As an IT Customer Experience Analyst, you will be the first point of contact for Logicalis’s customers. In this role, you will work closely with your team members, relying on each other for success and positive customer outcomes. We are looking for someone to join our Cyberjaya team.

Your core responsibilities will include :

• Providing high-level customer focus by delivering accurate information to business clients regarding service availability and functionality.
• Enforcing and reviewing Logicalis processes to ensure documentation is current and initiating escalation when required.
• Diagnosing issues and providing solutions, utilizing knowledge entries to restore services where possible.
• Escalating unresolved problems / requests to relevant teams, with accurate categorization, assessment, and prioritization.
• Providing remote diagnostics, troubleshooting, and checks for customer incidents.
• Responding to phone, email, and event alerts within defined contractual SLAs.
• Managing competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure timely service delivery.
• Performing other duties as required.

Requirements

Benefits of joining Logicalis Asia Pacific MSC :

Do I need to meet all the requirements to apply?

No. Studies show that men often apply when they meet 60% of the requirements, while women, non-binary, and neurodivergent individuals tend to aim for closer to 90%. Don’t let this discourage you—character traits like confidence, capability, and curiosity are just as important as skills. We can teach the specifics of the job.

About us :

We are Logicalis, Architects of Change. We help organizations succeed in a digital-first world through our expertise in cloud, connectivity, collaboration, and security. With over 7,000 employees across 27 countries, we serve more than 10,000 clients globally, creating sustainable outcomes through technology.

We provide accommodations for people with disabilities or neurodiversity. If you need specific support during the application process, please let us know.

If you’re interested in career opportunities but not ready to apply, join our Talent Network to stay connected and receive updates.

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