IT Support Executive
Job Summary
The IT Support Executive will handle customer inquiries and technical issues through phone calls and online communication methods. The role involves troubleshooting POS system issues, providing user training, and creating support tickets until cases are resolved. Candidates must be fluent in Mandarin and able to work in a rotating shift schedule, including weekends and public holidays.
Responsibilities
- Troubleshoot and resolve customer technical issues via phone and online methods
- Manage helpdesk ticketing, follow-ups, and daily/monthly reporting
- Support POS system issues and participate in UAT for new releases
Required Skills
- Minimum Diploma qualification
- Fluent in Mandarin (must), along with Malay and English
- Ability to work in rotating shifts, weekends, and public holidays
Job Details
To receive call through phone call or any communication method to troubleshooting customer issue and resolve through online
Participate in on-call rotation for after-hours support
Resolve client’s technical issues in a timely and professional manner
To provide simple user training and on-going user support
To support as helpdesk or call center first liner for resolution or technical support
Answer for enquiries on relevance to company products
To create ticket for the support, continue with assignment/ follow up/ analysis for subsequent activities until close case
To generate helpdesk report for daily/ monthly reporting purpose
To communicate with other department/ team in order to follow up on incident
Troubleshoot POS system issues and assist customers in resolving problems
Support UAT (User Acceptance Testing) before new product releases
Maintain and update documentation
Other ad-hoc task given by supervisor
Requirements
* MUST be ABLE to work in rotate shift (morning shift 9am-6pm / afternoon shift 2pm-11pm), Public Holiday and weekends
*Working Schedule: 5 working days per week, with 2 days off (rotating rest days).
* Minimum Diploma
* Good communication and realiable
* Fluency in Mandarin is a must, Malay and English
* Other languages like cantonese are added advantage