全职 Technical Helpdesk 工作, 薪水 up to MYR 3,400, Agensi Pekerjaan Ideal Reliance WP Kuala Lumpur 公司招聘中 - Ricebowl

• Diploma or Bachelor's Degree in Engineering, Chemistry, Science, or a related discipline is preferred.

• 1–5 years of experience in technical support, customer service, helpdesk, or a similar customer-facing environment.

• Experience supporting technical products or industrial customers is an advantage.

• Familiarity with ERP, CRM, customer service platforms, or similar business systems.

• Good understanding of technical documentation, product specifications, and application data.

• Strong written and verbal communication skills in English. Additional language proficiency is an advantage.

• Good organisational skills with the ability to manage multiple priorities and meet deadlines.

• Strong problem-solving skills with the ability to identify issues, escalate appropriately, and follow through to resolution.

• Proficient in Microsoft Office applications.

Service Administration

• Coordinate day-to-day lubricant analysis services, including customer registration, sample monitoring, and service follow-up.

• Work closely with Sales, Technical teams, and external laboratory partners to ensure smooth service delivery.

• Assist customers in selecting suitable laboratory testing services based on lubricant type, equipment application, and service requirements.

• Process ERP transactions, including service sales orders, billing-related activities, and material master maintenance.

• Monitor laboratory turnaround times and liaise with service providers to resolve delays or operational issues.

• Handle procurement-related activities such as purchase requisitions, goods receipt processing, and invoice discrepancy resolution.

• Investigate and resolve system interface issues between digital service platforms and ERP systems.

• Support customers with system onboarding, user access, and training for digital service applications.

• Serve as the primary contact for external service providers and laboratories.

Technical Support

• Respond to technical enquiries from customers, distributors, and internal sales teams.

• Recommend suitable lubricant products based on equipment type, operating conditions, product availability, and application requirements.

• Provide guidance using internal technical databases, product catalogues, and recommendation tools.

• Investigate product application concerns and escalate complex technical cases to the appropriate specialists.

• Manage technical enquiries submitted through digital platforms while gathering customer feedback to improve service quality.

Customer Support & Issue Resolution

• Record, investigate, and document customer complaints accurately, ensuring timely follow-up and escalation where required.

• Provide first-level support for customer enquiries and coordinate with relevant teams until issues are resolved.

• Maintain clear communication with customers throughout the resolution process.

Operational & Compliance Support

• Ensure work activities comply with HSSE requirements and relevant local regulations.

• Provide guidance on lubricant disposal practices in accordance with applicable legislation.

• Deliver services in line with established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Maintain high standards of accuracy, service quality, and process compliance.

Business Support

• Identify potential sales opportunities during customer interactions and refer qualified leads to the appropriate Sales Manager.

• Contribute to the continuous improvement of technical knowledge databases and lubricant recommendation resources.

• Support initiatives that enhance customer experience and operational efficiency.

• Health insurance
• Maternity leave
• Parental leave
• Professional development