Global Test Centre Support Analyst, Level 1 (Open to Local Malaysian Remote Job)

RM 3,500 - RM 4,000 / Per Mon

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Job Title : Global Test Centre Support Analyst, Level 1

Department : Global Test Centre Support

Location : Kuala Lumpur, Malaysia (As of Now Work from Home Setting)

Working Hours

8 hours/day, 5 days week on rotational shift Monday to Sunday (off day may fall on a weekday)
5pm – 3am working hours, 1hour breaktime

Duties & Responsibilities:

Answer incoming technical support calls, chats and emails.
Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
Monitor support queues in Salesforce and take accountability in following through with end to end resolutions.
Escalate urgent requests or those that require a more in-depth knowledge and understanding to the 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 Degree in 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
Understand Basic User & Security Group Active Directory administration.
An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
Up-to-date technical knowledge

Job Type: Full-time

Pay: RM3,500.00 - RM4,000.00 per month

Benefits: