• Executive - Technical Support L1 (Bahasa Malaysia and English)

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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.