Handle incoming customer inquiries/concerns/complaints.
Able to solve technical related issue through inbound call/chat/email/on site High Speed products/Network related/Broadband
Conduct basic troubleshooting using questionnaires to find out the level of support needed
Create tickets for Level 2 support
Coordinate and Escalate to internal parties like Level 2 to ensure customers enquiries are promptly and accurately addressed.
Solve common problems such as username and passwords issues, verification of hardware and software, installation issues, and setup.
Manage referred cases with utmost professionalism
Maintain accurate and timely records of discussions with the customers in databases
Ensure high quality customer service/response at all times. Follow-up on outstanding cases and perform call backs if necessary
Deliver excellent services and make every encounter with company a delightful experience for every customer.
Adhere to work schedule as planned.
Performs miscellaneous job-related duties as assigned.
SPM / Diploma & Degree in IT or any related field
At least 1 year experience in Technical support experience. Experience in fixed broadband would be an advantage
Language Required: English, Bahasa Malaysia and Chinese
Willing to work on 24/7 rotation shift, public holiday & weekend
Strong interpersonal and communication skills
Ability to work well in a team
ABOUT JENEXUS HOLDING SDN BHD
Jenexus Holding Sdn Bhd (JNX) is a licensed NFP and NSP provider awarded by MCMC. Today it builds and operates a diverse array of nationwide network infrastructure throughout Malaysia. JNX was formed by the founders of First Click Sdn Bhd (incorporated since 2007) and group of experienced network solution specialists, whom specialize in providing network related services to various companies, both locally & international, including those of National and/or State requirements.
We are different from others because our focus is more to project-based, customizing managed services to meet customer needs. Our primary strategy focuses around full managed network service, concentrating on the use of technology to meet business objectives. By focusing on a project or team concept with a client centred service philosophy we provide the most comprehensive network solutions. Our full service project approach allows us to assist our clients as their technology partner. With this approach we truly are managed solution providers.