Executive - Technical Support L1 (Bahasa Malaysia and English)

Job DescriptionThe Role:

You will serve as the first point of contact for users from Customs and E-commerce platforms providers.
Your job is to address common application issues, route unresolved requests, and ensure clear documentation and response for every user interaction.

The Responsibilities of the Role:

Respond to user issues through phone, email, or ticketing tools.
Assist users with login, navigation, and basic application usage.
Guide users through basic browser and network checks (e.g., clearing cache, checking VPN/Internet connectivity, supported browser versions).
Investigate login or access issues (e.g.,locked accounts, expired passwords, incorrect roles/permissions).
Perform basic log capture or screenshot collection from user for evidence and escalation.
Troubleshoot and resolve common issues (e.g., entry errors, user access issues).
Create and manage support tickets with proper categorization and urgency.
Escalate non-resolvable issues to L2 teams with full context.
Maintain and update knowledge base and FAQ documentation.
Support user onboarding and basic training on application functionality.
Monitor dashboards and report anomalies in user-facing services.
Track status and follow up for timely closure or user updates.

Skill Requirements:

Must be fluent in written and spoken in Bahasa Malaysia and spoken English.
Good multitasking ability.
Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
Fast typing skills (at least 45 words per minute in native foreign language).
Good problem-solving skills.
Minimum SPM, Diploma or Degree preferably with prior working experience (in contact center or customer service environment) or equivalent combination of education and experience.
1-2 years of experience in helpdesk, customer service, or application support.
Familiarity with ticketing systems (e.g., Zendesk).
Familiarity with basic network troubleshooting.
Basic understanding of web-based applications.

The Package :

Experience Required :

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