Technical Helpdesk Agent

• 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

Maukerja