Help Desk Specialist
Department: Engineering | Type: Full Time | Location: Kuala Lumpur, Malaysia
Responsible for providing technical assistance and support related to company products. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Must be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
◎ Serve as the first point of contact for customers seeking company’s products assistance over the phone or email
◎ Perform remote troubleshooting through diagnostic techniques and pertinent questions
◎ Determine the best solution based on the issue and details provided by customers
◎ Walk the customer through the problem-solving process
◎ Direct unresolved issues to the next level of support personnel
◎ Provide accurate information on IT products or services
◎ Record events and problems and their resolution in logs
◎ Respond to queries either in person or over the phone.
◎ Respond to email messages for customers seeking help.
◎ Follow-up and update customer status and information
◎ Pass on any feedback or suggestions by customers to the appropriate internal team
◎ Identify and suggest possible improvements on procedures
◎ Proven experience as a help desk or other customer support role
◎ Good understanding of computer systems, mobile devices and other tech products
◎ Ability to diagnose and resolve basic technical issues
◎ Proficiency in English/Bahasa Malaysia
◎ Excellent communication skills
◎ Customer-oriented and cool-tempered
◎ BSc/BA in business administration, sales or relevant field
Personal skills required
◎ Enthusiastic and self-driven
◎ Team player but able to work on his own initiative
◎ Excellent communicator and presenter
◎ Enjoying working in a dynamic and multi-cultural team and environment
◎ Fluent oral and written English and Bahasa Malaysia mandatory
◎ Oral and written Bahasa Indonesia is a plus.