Role Summary
The Service Desk Agent (Indonesia Speaker) is responsible for providing technical assistance as the first point of contact for customers. This role operates within a 24/7 support environment, ensuring excellent customer service through effective problem resolution.
Job Description
As a Service Desk Agent, you will engage with customers via phone, email, and chat to assist with technical issues. You will diagnose Level 1 hardware, software, and network problems while documenting interactions and contributing to the knowledge base.
Key Responsibilities:
- Provide technical assistance to customers via phone, email, and chat.
- Diagnose Level 1 hardware, software, and network issues.
- Offer remote support to resolve customer inquiries.
- Document all interactions in the ticketing system.
- Escalate complex problems to higher-level support.
- Contribute to the knowledge base for future reference.
- Maintain a high level of customer service in a 24/7 support environment.
Job Requirements
Fluent in Indonesian (speaking, writing, and reading).
Basic understanding of computer systems, mobile devices, and technology products.
Familiarity with operating systems including Windows, Mac, and Linux.
Strong problem-solving skills and analytical abilities.
Excellent verbal and written communication skills in a professional setting.
Ability to work a 24/7 rotating shift schedule including weekends.
Competent in working independently and collaboratively.
Quick Info
Company
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Location
Kuala Lumpur
Salary
—
Incentive / Bonus
Not specified
Skills Required
7 skills
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Required Skills
Technical Support
Problem Solving
Communication
Customer Service
Documentation
Team Collaboration
Time Management
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