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Jobs or company...

Advanced Response Center (Fresh Graduate Welcome)

RM 3,000 - RM 4,000 / month
Checking job availability...
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Summary:

ARC Tier 1 operates within a secure Advanced Response Center (ARC), a specialized call center that provides technical support and customer service for complex products or services. ARCs employ highly trained agents and leverage advanced technologies like AI, chatbots, and automation to address customer inquiries. They focus on resolving complex issues beyond standard support channels, offering 24/7 multilingual support to serve a global audience.

In addition to technical support, ARCs proactively monitor and manage products or services, identifying and resolving potential issues to enhance customer satisfaction and minimize downtime.

Responsibilities:

ACR Tier 1 functions and responsibilities (not limited)

  • Perform log & route to Tier 2 or Resolver Team(s)
  • Perform 1st level troubleshooting on EUC/Server/Network
  • Basic POS troubleshooting
  • Application troubleshooting
  • Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
  • Password reset and unlock.
  • Provide timely status update on issues escalated and to close tickets within service level agreement.
  • Ensure daily tasks are executed according to SOP (Standard Operation Procedure

Job Requirement:

  • Minimum 1 year of experience in IT support or IT service desk environment.
  • Fresh graduates are encouraged to apply (can be considered if proficient technical skills are demonstrated).
  • Must hold at least a bachelor's degree.
  • Excellent command of English, both written and spoken.
  • Willing to work 12-hour shifts.
  • Possess an ITIL4 Foundation Certificate (advantageous).

Technical skills

  • 0365
  • MS Excel (Pivot, filter, graphs)
  • MS Powerpoint
  • MS Windows
  • Basic Desktop Troubleshooting & Resolution
  • Basic Network Troubleshooting & Resolution
  • BMC Remedy / ServiceNow
  • Cloud Telephony system

Non-Technical Skill

  • Good communication skill
  • Good customer service skill
  • Knowledge of service quality skill
  • Knowledge of service level management
  • Multitasking skills
  • Ability to work in team

Job Type: Contract
Contract length: 12 months

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

  • Professional development

Schedule:

  • Rotational shift

Supplemental Pay:

  • Performance bonus

Application Question(s):

  • Are you have experience in Cloud Telephony system? if yes, how many years?
  • Are you have experience in L1 troubleshooting on EUC/Server/Network? if yes, how many years?
  • Are you have experience in password reset & unlock? if yes, how many years?
  • Are you have experience in BMC Remedy / ServiceNow? if yes, how many years?

Education:

  • Bachelor's (Preferred)

Experience:

  • Microsoft Excel: 1 year (Required)
  • Microsoft Windows Server: 1 year (Preferred)

Language:

  • English (Required)

License/Certification:

  • ITIL4 Foundation Certificate (Preferred)

Work Location: In person

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