Video Client Service Analyst - Cyberjaya

We are looking for a Video Customer Service Analyst to join us!

Location: Cyberjaya, Malaysia

Salary: Competitive Base + Shift Allowance + Benefits

Job Type: Permanent, Full-time

Hours: 40h per week on a Rotational Shift Pattern covering Mornings, Afternoons, Evenings and Weekends

Nasstar is a managed service specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies.

Job Description:

The Video Customer Services Analyst is the first line of support for Video customers, including Video conference/event bookings, MACD requests, taking general queries, logging complaints, opening incident tickets, and providing advice on the best video conference solutions and practices. This team also manages the CMDB records for our Video customers.

Main Responsibilities will include:

• Being the first point of contact for Nasstar Video customers
• Answer calls from clients, ensuring a professional manner is maintained throughout and remaining calm under pressure. Also to achieve set call-handling targets
• Ensure you are listening to the users and understand the issue/request and ask relevant questions
• Assess the impact and urgency of the issue/request and escalate accordingly where applicable

What we’d like from you:

Work as part of a team

• Work with peers, other team members to progress your working knowledge
• Liaise closely with the Video Support team and Technical team, advising promptly of any changes to the Event/Test schedules and Requests tasks that need to be progressed.
• Communicate with your team should you be struggling with an issue

Actively managing and maintaining assigned tickets

• Owning Request tickets and ensuring they are progressed in a timely manner, liaising with relevant fulfilment teams.
• Logging and managing Level 1 incident tickets, triaging to the relevant teams where applicable.
• Keeping the customer informed and updated with the progression of their issue or request.

Perform Asset and Configuration management tasks

• Manage and maintain internal and customer CMDB records keeping them evergreen.
• Perform relevant MACD updates based on customer requests.

What you can expect from us in return

At Nasstar, we think it’s important to look after our employees. In addition to a market standard pay, supportive teams and real chance to progress your career, we offer a range of benefits which include:

• Holiday: 20 days’ holiday, plus public holidays
• Medical Insurance Enrolment: Will take place after probation is passed
• Shift, Travel & Parking Allowance
• Overtime: All staff are eligible for overtime (if required)
• Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
• Office Location & Environment: Working in a modern new office with good facilities in the immediate location

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:

Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria.

We strongly encourage you to apply if you’re interested and particularly encourage women and people from all cultural backgrounds to register their interest for these roles, as we value the different perspectives, experience and insights that you can bring to our organisation.

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organisations worldwide.

Diversity is not just a statement; it's our way of life at Nasstar.

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.