Job Description

s: * Serve as the first point of contact for customers seeking technical assistance over the phone or email * Assisting customers to troubleshoot the suspected fault through caref s: Serve as the first point of contact for customers seeking technical assistance over the phone or email Assisting customers to troubleshoot the suspected fault through carefully designed questions Identifying the issue encountered by the customer and opening the relevant support ticket in system Determine the solution based on the issue and details provided by customers Planning and tasking of maintenance support teams to align with client's schedule Coordinate with maintenance support team to resolve clients' concern Monitor and follow-up on all outstanding support tickets till closure Record events and problems and their resolution in logs Follow-up and update customer status and information Handling customer complaints or feedback Preparation of reports Identify and suggest possible improvements on existing processes Job Requirements: Minimum NITEC in any discipline Candidates with field of study in Engineering and Information Technology will be considered favourably Candidates with experience in Customer Service, call-centre or helpdesk, will be considered favourably Able to converse in English fluently Customer-oriented and cool-tempered Must be able to perform rotating shift duties, including weekends and public holidays Work Location: Commonwealth