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Customer Support Executive - IT Background

  • Full Time, onsite
  • Agensi Pekerjaan Smarttrend Sdn. Bhd.
  • Petaling Jaya, Malaysia
RM 3,000 - RM 3,499 / Per Mon

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Job Purpose: • Resolve customer technical issues promptly and within SLA. • Address customer change requests, such as reports and customizations. • Ensure positive customer experience to enhance satisfaction. • Prevent repeat complaints and ensure zero repeat issues. • Document user guides for HRMS modules. • Stay updated with statutory regulations and calculations for Malaysia, Singapore, Philippines, and Hong Kong. Principal Accountabilities: • Troubleshoot and resolve technical issues per SLA. • Guide customers with application functionalities, leveraging SQL skills to achieve zero repeat requests. • Assist project teams with resolving technical functions efficiently. • Communicate with Tech Development and Project teams to address customer issues. • Ensure all support tickets are closed within SLA and escalate unresolved issues. • Set up and deliver BLE Beacons according to confirmed orders from the sales team. Dimensions: • Financial Impact: Timely response within SLA is critical to avoid penalties. • Non-Financial Impact: Customer satisfaction from resolved tickets.