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Job Description

The 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 :

• Attractive Salary RM2,800.
• Performance related bonus for confirmed staff.
• Entitlement for Night Shift Allowance.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.