Technical Helpdesk Agent

Description

We are seeking a Technical Helpdesk Agent to join our team. The ideal candidate will have 1-2 years of experience in related field.

Working Hours: Monday Sunday (10:00am 10:00pm)

Salary Range: Up to RM3,900

Responsibilities

• Receive and handle inbound calls regarding fiber broadband technical issues
• Diagnose and troubleshoot a wide range of 10G PON technical problems, such as installation, Internet connectivity, slow speeds, ONT/router issues, Wi-Fi connectivity, and voice problems remotely
• Provide clear and concise technical explanationsto customersin a professional and friendly manner, ensuring timely resolution of issues
• Escalate complex issues to higher-level support teams as required
• Document all customer interactions accurately and completely in the CRM system
• Maintain a high level of customer satisfaction and strive to exceed customer expectations
• Stay updated on the latest technologies, products, equipment, tools and services offered by client and fibre broadband technologies
• Adhere to all company policies and procedures

Skills and Qualifications

• Good understanding of basic networking concepts(e.g. IP addresses, networking protocols, equipment, and tools used in broadband and fibre networks)
• Basic understanding of networking concepts at the IP layer and some knowledge of GPON (Gigabit Passive Optical Network) is preferred
• A strong desire to learn and develop technical skills in fibre broadband technologies
• Strong problem-solving and analytical skills with a keen attention to detail
• Excellent communication and interpersonal skills, both written and verbal
• Patience and empathy in dealing with customer enquiries
• Proficiency in using computers and relevant software applications
• Minimum 1 year's relevant experience
• English (minimum CEFR Grade B2), with the ability to speak Malay and speak, read, and understand Mandarin. Minimum Diploma holder.