- Kuala Lumpur Federal Territory Malaysia
Sungrow Power Supply Co., Ltd. Hiring! Full Time Service Desk Coordinator in Federal Territory - Ricebowl
Service Desk Coordinator
Sungrow Power Supply Co., Ltd.
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Job Description
Responsibilities
About us
Sungrow Power Supply Co., Ltd. (Stock code: 300274) is a globally recognized renewable energy company, specializing in R&D, manufacturing, and services for solar, wind, energy storage, hydrogen, and electric vehicle solutions. Established in 1997, Sungrow is known for its innovative photovoltaic inverters, wind converters, EV chargers, energy storage systems, and hydrogen production technologies. Its products are sold in over 180 countries, with a cumulative installed capacity exceeding 740 GW by the end of 2024. Sungrow has contributed to national standards and holds numerous core technologies. With multiple industry awards and advanced R&D centers, it ranks among the global leaders in clean energy. Guided by its mission “Clean power for all,” Sungrow continues to drive innovation and global sustainability. For more information about Sungrow, please visit *************
The Workload Coordinator is responsible for monitoring and managing customer request flows across key operational systems to ensure timely response and escalation. This role acts as the first line of oversight, identifying urgent matters and alerting the technical lead for immediate attention.
Key Responsibilities
Customer Request Queue Oversight
o Monitor incoming requests within the Key Account Group, Voice Queue, and Ticket Queue.
o Identify oversight cases requiring Tech Lead attention for resource management.
Alert & Escalation Management
o Notify the technical lead promptly when immediate intervention is required.
o Ensure smooth handover of critical issues to the appropriate support team.
Queue Performance Tracking
o Daily records total missed cases reporting.
o Provide regular updates on request volumes and response trends.
Operational Support
o Assist in balancing workload among team members.
o Contribute to process improvements for queue monitoring and escalation efficiency.
Qualifications & Skills
• Strong organizational and monitoring skills.
• Ability to assess urgency and prioritize effectively.
• Clear communication for escalation and reporting.
• Familiarity with customer support systems and ticketing platforms is an advantage.
• 1-2 years of relevant working experience
Important Information
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