Job description
Summary:
ARC Tier 1 operates within a secure Advanced Response Center (ARC), a specialized call center that provides technical support and customer service for complex products or services. ARCs employ highly trained agents and leverage advanced technologies like AI, chatbots, and automation to address customer inquiries. They focus on resolving complex issues beyond standard support channels, offering 24/7 multilingual support to serve a global audience
Job Responsibilities:
- Perform log & route to Tier 2 or Resolver Team(s)
- Perform 1st level troubleshooting on EUC/Server/Network
- Basic POS troubleshooting
- Application troubleshooting
- Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
- Password reset and unlock.
- Provide timely status update on issues escalated and to close tickets within service level agreement.
- Ensure daily tasks are executed according to SOP (Standard Operation Procedure)
Job Requirements:
- Minimum 1 year of experience in IT support or IT service desk environment.
- Minimum Bachelor level (MUST)
- Excellent command of English, both written and spoken (MUST)
- Willing to work 12-hour shifts.
- Good to have: Possess an ITIL4 Foundation Certificate
- Strong foundation in:
Technical skills
- 0ffice 365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint/OneDrive)
- MS Excel (Pivot, filter, graphs)
- MS Windows
- Basic Desktop Troubleshooting & Resolution
- Basic Network Troubleshooting & Resolution
- BMC Remedy / ServiceNow
- Cloud Telephony system
Non - Technical skills
- Good communication skill
- Good customer service skill
Job Type: Contract
Contract length: 12 months
Pay: Up to RM4,000.00 per month
Benefits:
- Professional development
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Johor Bahru (Johor Bahru): Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Are you Malaysian Citizen?
- How many years experience related? (Minimum 1 year)
Experience:
- IT support: 1 year (Preferred)
- Troubleshooting : 1 year (Preferred)
- IT service desk environment: 1 year (Preferred)
- Ticketing System : 1 year (Preferred)
License/Certification:
- ITIL4 Foundation Certificate (Preferred)
Work Location: In person