Global Test Centre Support Analyst
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Availability Status
This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.
Duties & Responsibilities:
•Answer incoming technical support calls, chats and emails.
•Identify severity of case by asking the right questions, analyzing and allocating the caseappropriately based on its severity.
•Provide resolutions by identifying systematic problems, researching answers; guiding test centeradministrators through the corrective steps.
•Document details of cases and prioritize according to urgency and importance in Salesforce.
•Monitor support queues in Salesforce and take accountability in following through with end toend resolutions.
•Escalate urgent requests or those that require a more in-depth knowledge and understanding tothe attention of Level II Analysts and the Support Manager.
•Identify, recommend and communicate changes to existing procedures
•Work on projects and special initiatives as approved by team leads and managers.
Requirements:
•Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degreein any discipline. Computer Science / Information Technology or equivalent is preferred.
•Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
•Able to speak fluent English.
•You care deeply about your performance and your team’s performance
•Logical thinker with good analytical and problem-solving skills
•Up-to-date technical knowledge
•Understand Basic User & Security Group Active Directory administration.
•An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able totroubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
•Good interpersonal and customer care skills
•Good accurate records keeping
Job Type: Full-time
Pay: RM2,000.00 - RM3,400.00 per month
Benefits:
- Work from home
Supplemental Pay:
- Performance bonus