Agensi Pekerjaan Ideal Reliance Hiring! Contract Technical Helpdesk Analyst in WP Kuala Lumpur, Earn up to MYR 3,400 - Ricebowl

• Degree (e.g. BSc, BEng) - engineering or chemistry - preferred but not essential.

• 1–5 years of relevant experience in technical support, helpdesk, or customer service roles.

• Experience in a customer facing role beneficial.

• Familiar with Customer Service systems, that includes ERP, CSM, CRM, ACD, etc, and applications (i.e. Expert system).

• Good English and possibly cluster multi-lingual skills (for hub as cluster Helpdesk).

• Strong documentation and reporting skills.

• Basic technical aptitude to understand product specifications, datasheets, and applications.

• Ability to prioritize, escalate, and manage issues effectively.

Additional Details

• Work Location: Jalan Tun Sambanthan, Kuala Lumpur

• Contract Duration: 12 months

• Working Hours: 40 hours/week

• Salary Offered: Up to RM 3,400

Key Responsibilities:

Services Administration – Lubricant Analysis & Digital Services

• Manage end-to-end lubricant analysis services, including customer onboarding, sample tracking, queries, laboratory coordination, and turnaround times.

• Support laboratory test selection based on application, lubricant type, and service requirements.

• Manage ERP activities including sales orders, billing blocks, material codes, procurement, goods receipting, invoice discrepancies, and system interface issues.

• Provide customer training and manage access, data, and training for digital service platforms.

• Act as the focal point for external service providers.

Technical Support & Advisory

• Provide technical support, lubricant recommendations, product tiering, competitor alternatives, and application guidance to customers and sales teams.

• Troubleshoot lubricant selection and performance issues, escalating complex cases when required.

• Manage digital technical queries and customer feedback, targeting 80% immediate recommendations and up to 90% with technical references.

Customer Engagement & Complaints

• Record, investigate, and resolve customer complaints, ensuring proper documentation and escalation.

• Provide first-line support for public and cross-business queries through to resolution.

Operational Excellence

• Ensure HSSE, legal, SLA, KPI, quality, and accuracy requirements are met, including lubricant disposal guidance and regulatory awareness.

Sales Enablement

• Identify sales opportunities and leads, capture product/volume information, and refer prospects to Sales Managers.

• Continuously improve lubricant recommendation and product advisory databases.

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