Technical Support Executive

Key Responsibilities:

(A) Alert Monitoring & Troubleshooting

-Monitor and respond to incoming alerts via the CMS system.

-Identify problems, troubleshoot them quickly, and work directly with customers to resolve issues.

-Record all cases and resolutions accurately in the system for future reference.

(B) Customer Complaint Handling

-Receive and manage customer complaints from multiple channels (phone, email, chat).

-Coordinate with relevant teams and departments to investigate and resolve issues.

-Ensure complaints are closed within the company’s agreed Turnaround Time (TAT).

-Provide follow-ups to customers to update them on progress and outcomes.

(C) Sales Validation & Fraud Prevention

-Check and verify all new sales to ensure information provided is correct and genuine.

-Educate customers on product features, contract terms, and usage to avoid misunderstandings.

-Detect and report suspicious or fraudulent activities for further investigation.

(D) Administrative & Support Tasks

-Assist with ad-hoc duties and departmental projects as assigned by the Team Leader or management.

-Maintain confidentiality of sensitive company and customer information.

-Participate in team meetings, training, and process improvement initiatives.

Job Requirements

-Minimum Degree in Computer Science, Engineering, Telecommunication or equivalent.

- At least 1 year of working experience in customer service, call center, telecommunications, or IT-related industries.

-Good communication skills in English and Malay (Mandarin is an added advantage).

-Comfortable using computers, CRM systems, and basic office software.

-Able to work in a fast-paced environment, handle multiple tasks, and follow up on cases within deadlines.

-Positive attitude, good problem-solving skills, and a strong sense of teamwork