1,031 Chat Support jobs in Malaysia
Advisor I, Chat Support
Posted 11 days ago
Job Viewed
Job Description
Advisor I, Chat Support
Job Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
**Essential Functions/Core Responsibilities**
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
**Candidate Profile**
- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
**Career Framework Role**
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
**Supplemental Geographical Information**
RECRUITER ENTER THE APPLICABLE LANGUAGE:
GERMANY - This job description does not apply to employees in Germany.
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
- Minimum of two years of college education. No prior call center experience is required
- Ability to think clearly and can explain simple issues effectively, both written and verbally
INDIA
- Ability to effectively communicate, both written and verbally
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Confirm customer understanding of the solution and provide additional customer education as needed
- Ability to learn including strong problem solving skills
- Demonstrate strong probing and problem solving skills
- Should be able to handle complex queries
- Should be able to resolve customer queries independently
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
Advisor I, Chat Support
Posted 11 days ago
Job Viewed
Job Description
Advisor I, Chat Support
Job Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
**Essential Functions/Core Responsibilities**
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
**Candidate Profile**
- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
**Career Framework Role**
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
**Supplemental Geographical Information**
RECRUITER ENTER THE APPLICABLE LANGUAGE:
GERMANY - This job description does not apply to employees in Germany.
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
- Minimum of two years of college education. No prior call center experience is required
- Ability to think clearly and can explain simple issues effectively, both written and verbally
INDIA
- Ability to effectively communicate, both written and verbally
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Confirm customer understanding of the solution and provide additional customer education as needed
- Ability to learn including strong problem solving skills
- Demonstrate strong probing and problem solving skills
- Should be able to handle complex queries
- Should be able to resolve customer queries independently
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
Advisor I, Chat Support
Posted 11 days ago
Job Viewed
Job Description
Advisor I, Chat Support
Job Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
**Essential Functions/Core Responsibilities**
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
**Candidate Profile**
- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
**Career Framework Role**
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
**Supplemental Geographical Information**
RECRUITER ENTER THE APPLICABLE LANGUAGE:
GERMANY - This job description does not apply to employees in Germany.
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
- Minimum of two years of college education. No prior call center experience is required
- Ability to think clearly and can explain simple issues effectively, both written and verbally
INDIA
- Ability to effectively communicate, both written and verbally
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Confirm customer understanding of the solution and provide additional customer education as needed
- Ability to learn including strong problem solving skills
- Demonstrate strong probing and problem solving skills
- Should be able to handle complex queries
- Should be able to resolve customer queries independently
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
Advisor I, Chat Support
Posted 11 days ago
Job Viewed
Job Description
Advisor I, Chat Support
Job Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
**Essential Functions/Core Responsibilities**
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
**Candidate Profile**
- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
**Career Framework Role**
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
**Supplemental Geographical Information**
RECRUITER ENTER THE APPLICABLE LANGUAGE:
GERMANY - This job description does not apply to employees in Germany.
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
- Minimum of two years of college education. No prior call center experience is required
- Ability to think clearly and can explain simple issues effectively, both written and verbally
INDIA
- Ability to effectively communicate, both written and verbally
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Confirm customer understanding of the solution and provide additional customer education as needed
- Ability to learn including strong problem solving skills
- Demonstrate strong probing and problem solving skills
- Should be able to handle complex queries
- Should be able to resolve customer queries independently
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
Chat Support Technician/IT Support_mandarin speaking
Posted 6 days ago
Job Viewed
Job Description
ITSS group within corporate technology provides end-user support for employees worldwide, covering systems, software, hardware, and other solutions. The Chat Support Technician will support end-users globally via chat and other communication channels.
Responsibilities- Provide IT support to all employees.
- Gather information effectively, diagnose issues, and resolve problems.
- Interact with customers via chat, phone, email, and Slack.
- Utilize technical resources to solve problems.
- Escalate unresolved issues to higher-level support teams.
- Maintain call logs and resolution details using ServiceNow.
- Communicate clearly with management and team members.
- Share knowledge and train other agents/technicians.
- Explain technical concepts to non-technical users.
- Support users with varying technical skills.
- Handle difficult customer situations effectively.
- Perform problem isolation and resolution efficiently.
- Prioritize and schedule tasks.
- Read and understand technical manuals and OEM guides.
- Excellent communication skills in English.
- Technical writing skills.
- Analyze technical issues and suggest solutions.
- Learn new technologies quickly.
- Communicate effectively with users and technical teams.
- Support PC, Mac, mobile devices, and VoIP/video software.
- Troubleshoot Windows 11, MacOS, iOS, Android, MS Office 365.
- Work well in a fast-paced environment and follow QA processes.
- Willing to work from home and on different shifts as needed.
- Seniority level: Associate
- Employment type: Contract
- Job function: Information Technology
- Industries: IT Services and Consulting
Help Desk Representative
Posted 4 days ago
Job Viewed
Job Description
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE: Help Desk Representative (II)
GRADE: 7
Position Summary & Key Areas of Responsibility
- Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
- 7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zones
- Accountable for continuously receiving and handling high volumes of customer calls
- Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
- Determine alert priority based on documented processes and guidelines
- Use tools to remotely access customer equipment to diagnose and resolve customer problems
- Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
- Escalate customer problems both internally and externally, as required and according to defined escalation paths
- Acquire and maintain current knowledge of relevant product offerings and support policies
- Participate in special projects as assigned to continuously improve processes, tools, systems and organization
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
- Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
- Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
- Requires rotation in work hours involving weekends and holidays
Basic Qualifications
- The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
- Knowledge of Automated Banking Machines (ATM/ABM)
- Keyboard proficiency and understanding of Windows-based applications/tools
Preferred Qualifications
- Previous experience in a Customer Support and/or Helpdesk environment
- 1+ years of related experience
- Self-driven and results oriented; Ability to work under pressure within flexible working hours
- Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
About UsHelp us bring innovation to financial institutions across the globe.
At NCR Atleos, you’ll have meaningful and relevant work experiences , with opportunities to learn and make a real contribution.
We are dedicated to solving the challenges our customers face through continuous innovation and a commitment to set ting the highest standard in self-service banking .
A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.
Help Desk Representative
Posted 7 days ago
Job Viewed
Job Description
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE : Help Desk Representative (II)
GRADE : 7
Position Summary & Key Areas of Responsibility
Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
7x24 monitoring of customer’s ATM/ABM network across Canada, which includes six different time zones
Accountable for continuously receiving and handling high volumes of customer calls
Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
Determine alert priority based on documented processes and guidelines
Use tools to remotely access customer equipment to diagnose and resolve customer problems
Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
Escalate customer problems both internally and externally, as required and according to defined escalation paths
Acquire and maintain current knowledge of relevant product offerings and support policies
Participate in special projects as assigned to continuously improve processes, tools, systems and organization
Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
Requires rotation in work hours involving weekends and holidays
Basic Qualifications
Bachelor’s degree
Bilingual (English/French)
The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
Knowledge of Automated Banking Machines (ATM/ABM)
Keyboard proficiency and understanding of Windows-based applications/tools
Preferred Qualifications
Previous experience in a Customer Support and/or Helpdesk environment
1+ years of related experience
Self-driven and results oriented; Ability to work under pressure within flexible working hours
Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
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Help Desk Analyst
Posted 7 days ago
Job Viewed
Job Description
Get AI-powered advice on this job and more exclusive features.
Description
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
Description
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.
About This Role
The Helpdesk team supports Ria’s point of sale system (FxOnline) to ensure that our agent network can transact and perform the necessary tasks when required.
Based in the Malaysia, the APAC Helpdesk team is supporting operations from agents located in Malaysia, Singapore, Australia, New Zealand, and other global correspondents in the APAC region. The Helpdesk Analyst will meet and exceed all company and individual goals in line with the company’s policies, procedures, and values.
Roles & Responsibilities
- Provide prompt and accurate technical assistance to our agents and stores via various channels (phone, emails, tickets, remote, etc.) and escalate complex issues to the appropriate team if necessary.
- Maintain accurate and detailed records of agent interactions, inquiries, and support provided using designated ticketing systems. Share valuable insights or recurring issues with the knowledge base team for continuous improvement.
- Adhere to standard operating procedures, troubleshooting guidelines, and escalation protocols to ensure efficient and consistent support delivery. Continuously seek process improvements and contribute to developing best practices.
- Assigning website permissions to employees and agents as required through FxClient.
- Creation of users and passwords on FxClient for Ria’s agents.
- Diagnose and resolve hardware, software, and network-related issues by analyzing agents' reports, conducting research, and implementing effective solutions.
- Conduct training sessions and provide instructional materials to help our agents understand the usage and capabilities of the products.
- Programming of the security hardware for our agents (Yubikey)
- Consistent monitoring and reporting of identified issues and possible errors, inconsistencies, and performance issues on the FxOnline website.
- Request FxOnline amendments and enhancements, and ensure the enhancements are carried out
- Establish and maintain relationships with agents and departments as required.
- Ensure QA standards are met to provide quality customer service to the caller.
- Inform necessary departments and agents of website outages, enhancements, and version upgrades.
- Remote installation and troubleshooting of Ria Device Manager, Printer, Scanner, Signature Pad, and Card Terminal machines.
- Report all incidents, hazards, and injuries as soon as possible (within the same shift) to the appropriate person
- Participate in the implementation of the WHS plan
- Visits our stores to provide troubleshooting support when needed.
- Technical or professional with an IT background or similar fields.
- Excellent troubleshooting and problem-solving skills.
- Flexibility to work in shifts and adapt to changing schedules.
- Experience using Zendesk, Logmein, is highly desirable.
- Fluent English, an additional language such as Tamil or Tagalog, is also desirable
- Must be able to work on-site.
- Seniority level Entry level
- Employment type Full-time
- Job function Information Technology
Referrals increase your chances of interviewing at Ria Money Transfer by 2x
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#J-18808-LjbffrIT Help Desk
Posted 11 days ago
Job Viewed
Job Description
Primary Responsibilities
- Serves as the first point of contact for technical support within an organization. Assist users in resolving hardware, software, and network-related issues, either remotely or on-site. Ensure smooth operation of IT systems and minimize downtime for end-users.
- Respond to incoming support request via phone, email, ticketing system. diagnose and troubleshoot hardware/software issues
- Log and manage support tickets using IT service management tools (ITSM), document issues and resolutions for future reference and knowledge sharing, maintain accurate records of user interactions and technical issues.
- Install and configure desktops, laptops, printers, and mobile devices onsite and remotely, support the setup of email, VPN, remote access, and user accounts, deploy software updates, patches, and antivirus solutions.
- Monitor system alerts and health indicators, perform routine maintenance to prevent issues before they occur.
- Educate users on common issues and best practices, communicate downtime, changes, and maintenance schedules.
- Collaborate with internal and external IT teams and business users to develop, document, and test the Business Continuity plan, ensuring preparedness for potential disruptions or disasters.
- Must be available during normal business hours for the hired location and may act as overnight support for all locations depending on region coverage, ensuring timely resolution of IT issues and emergencies.
- Possess a strong understanding of Office products, Windows Operating Systems (particularly Windows 11 Professional), Windows Server Operating Systems (especially Active Directory), VMWare, and Office 365 administration, Virtual Server Software and Management
Qualifications Required:
- CompTIA A+ Certified – Entry-level certification in hardware and software support.
- Brings over 2 years of hands-on experience in IT roles, with proven expertise in network administration, system monitoring, and infrastructure maintenance.
- Proficiency in utilizing Network Management and Monitoring systems, with the ability to troubleshoot system performance issues and implement solutions.
- Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and collaborate with internal teams and external vendors.
- Proactive and self-motivated, with a willingness to learn, share knowledge, and cooperate with team members to achieve common goals.
- Strong problem-solving skills, with the ability to independently solve and be proactive in technical issues and drive continuous improvement in IT operations and services as well as Time management and multitasking
- Familiarity with Active Directory, user permissions, and account management, and Intune
Basic networking knowledge (IP, DNS, DHCP)
#J-18808-LjbffrHelp Desk Specialist
Posted 11 days ago
Job Viewed
Job Description
Join to apply for the Senior Monitoring Specialist role at Tec D Malaysia .
**Job Overview:**
The primary responsibilities include monitoring and analyzing the supply chain system, IT infrastructure, and facilities, responding to alerts, providing support to global teams, and making independent decisions for urgent issues. The role also involves offering global contact calling services to resolve urgent issues and mentoring entry-level specialists.
**Key Responsibilities:**
- Work in shifts: morning, swing, and night
- Process IT alerts according to SLAs
- Provide calling services to global coworkers
- Guide and analyze monitoring data
- Collaborate with the China-based VMT team
**Qualifications:**
- Bachelor's degree
- 3-5 years of relevant experience preferred
- Bilingual in Chinese (Mandarin) and English
- High vigilance and discipline
- IT background and proficiency in Microsoft 365
- Strong problem-solving and communication skills
**Work Hours (Malaysia local time):**
- Morning shift: 7am-3pm
- Swing shift: 2pm-10pm
- Night shift: 10pm-7am
**Additional Benefits:**
- Tailored benefits per country
- Career growth opportunities
- Well-being programs
- Diversity and inclusion initiatives
- Onboarding and community engagement
**Note:** We encourage applications even if not all requirements are met. Tec D is committed to diversity and equal opportunity employment.
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Information Technology
Industries: IT Services and IT Consulting
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