全职 Technical Support ( Fibre) 工作, 薪水 up to MYR 2,600, It Business Solutions Selangor 公司招聘中 - Ricebowl

Basic : RM2500/RM2600

Shift allowance: RM350

KPI incentives:

Tier 1 – RM800

Tier 2 – RM1,800

Tier 3 – up to RM2,500

Two-shift rotation: 8:30am – 5:30pm / 11:00am – 8:00pm

(5days work , 2 days OFF in a week)

Contract : 12 months & Renewable every year

You are: (personality/competencies, etc.)

Great interpersonal and communication skills.

Sense of urgency with good-time management skills.

Detailed and meticulous

Good at verbal and written communication skills in English, Bahasa Malaysia

Willing to explore & adapt new ways to manage customer experience

Your Responsibilities: (What is this role all about? What are the expectations of the applicant?)

Manage Fibre New Installation and Troubleshooting appointments, as well as incoming fibre applications.

This includes engaging with installers, infra partners, and customers to ensure appointment timelines and

promised timelines are adhered to and customer's expectations are managed.

Engage customers via messaging and calls to address their enquiries on fibre product and secure their appointments.

Explain and set expectations on product and terms and conditions of fibre installation. Be willing to explore

and adapt new ways to enhance customer experience and propose ideas to minimize customer complaints.

Ensure all scheduled fibre installations and troubleshooting tasks are completed with minimal return orders,

and work with fibre infra partners and installers to resolve any on-ground issues including disputes.

Liaise with partners to secure appointments and resolve on ground issues.

Sensitivity: Internal

Manage relationship with external service providers to coordinate service, meet SLAs, and ensure customer satisfaction.

Ensure installer closes orders and its activated/issue fixed in the system supporting on-site troubleshooting solutions to address customer issues.

Manage cases and ticketing queue to address customer complaints within SLAs. Provide solutions to fibre customer post-installation technical issues, including troubleshooting and configuring hardware such as routers and WiFi devices.

Engage with internal teams for backend troubleshooting and solutioning, and partners (installers and access providers) for onsite troubleshooting to address customer issues.

Gather on-ground feedback to pinpoint potential issues and solutions. Maintain a reference database of issues, configurations, and solutions for internal use.

Contribute to overall customer satisfaction score and service assurance KPIs.

Your Merits: (These are must haves in terms of qualifications & experience & specific technical /professionals skills that you expect from the applicant)

Minimum 1 -2 years working experience

Education: Minimum SPM or any Degree

Experience in back office support and dealing with customers

Experience in managing customer situations with ability to engage directly with customers when required

Pay: Up to RM2,600.00 per month

Benefits:

• Additional leave
• Flexible schedule
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person