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Urgent! Technical Service Desk Position in Kuala Lumpur - PT Transcosmos

Technical Service Desk



Job description

Be part of a great team from a global company

Join our global company and unlock limitless opportunities as you collaborate with a diverse and talented team.

Together, we redefine success, inspire innovation, and create a world of endless possibilities.

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

  • Strong 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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Required Skill Profession

Management & Operations



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