GTCS Analyst Level 1 - Paragon Support

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

GENERAL SUMMARY

This professional will need to respond to queries via email, phone, and chat, and make outbound calls when required. They will monitor live exams to prevent interruptions or delays. They will investigate technical or operational issues from test partners and perform remote troubleshooting of basic computer issues / problems (hardware, software, etc.). They will provide accurate policy and procedural information to test partners when requested, stay current with training, new initiatives, and latest updates, and actively work to meet / exceed the desired metrics / parameters. As part of their daily tasks, they will create and document cases in Salesforce and other applications that require data logs. They will also provide support to other departments with investigations or outreach, working with sensitive information with discretion to maintain confidentiality and security. Other duties may be assigned as needed.

Essential Skills and Knowledge

• Degree and / or equivalent work experience in a relevant / related field
• Possesses knowledge of general and advanced call center management including leveraging scorecards to drive improvements
• Possesses demonstrated knowledge of workforce management and call routing strategies
• Possesses knowledge of incident and problem tracking systems (Salesforce)
• Demonstrated knowledge of “Problem Management” as a discipline
• Solves strategic and tactical problems independently and in groups
• Generates innovative approaches and solutions to strategic and tactical problems
• Works with other managers to compile project requirements, resource plans, and schedules
• Implements applicable processes and procedures
• Investigates, recommends and implements new tools and technologies for teams to increase efficiency and productivity
• Recommends continuous improvement methods for getting work done more effectively and efficiently
• Strong written and verbal communication skills in English
• Experience working in a customer service / client helpdesk support role
• Experience working with Windows operating systems
• Demonstrated critical thinking and problem solving.
• Ability to learn and support new applications / Clients.
• Basic skills in MS Office products - Word, Excel, PowerPoint.
• Ability to work independently and with team

Leadership and Communication Skills

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