Technical Helpdesk Agent
- Shah Alam, Selangor
- RM 3,900 per month
- Permanent
- Full-time
- 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 years relevant experience
- English (minimum CEFR Grade B2), with the ability to speak Malay and speak, read, and understand Mandarin.
- Minimum Diploma holder.
- Receive and handle inbound calls regarding fibre 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 explanation to customers in 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
- Annual Leaves
- Medical Benefits
- Shift Allowance
- More to be briefed during offer stage
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