Customer Support Analyst

Customer Support Analyst

Cyberjaya, Malaysia

Operates Quadient’s helpdesk (the 1st line of support for customers experiencing remote and service issues). Requires extensive licensing knowledge. 

Reports to the Customer Care Support Manager, the Customer Support Manager, the Service Manager or the Director of Support depending on where they work.


Essential requirements for this role:

  • A Proven track record as a Customer Support Representative
  • Completion of all internal training courses needed for Customer Support Consultant
  • Fluent spoken and written English (additional Japanese or Mandarin would be an advantage)
  • Knowledge of information and communications technology (ICT)
  • Knowledge of customer communication management
  • Knowledge of problem solving techniques
  • Able to use positive language (verbal and writing)
  • Able to work on shift basis
  • Able and flexible to perform all other job-related and ad-hoc duties as required.
  • Able to work independently and in a team environment
  • Accuracy and attention to detail is essential
  • Quick Learner & high adaptability
  • Strong Interpersonal skills
  • Customer care skills
  • Basic knowledge & experience in programming
  • Basic knowledge & experience scripting
  • Basic understanding of software development methodologies
  • Basic understanding of database methodologies
  • Must be Malaysian citizen

 

The following Quadient specific requirements will be learnt once employees commence working for Quadient:

  • Knowledge of Quadient's products
  • Understanding the implementation of licenses and solutions to the customer's platform
  • Creation of licenses on the license server
  • Adaption of licenses to the customer's platform

 

Responsibilities

The Customer Support Consultant is responsible for the following tasks:

  • Supporting customers within the confines of help desk level “Tier 1” responsibility
  • Escalating issues to “Tier 2” within Research and Development
  • Fulfilling the defined SLA for response time
  • Updating licenses and keeping records of license protocols
  • Denying a license issue without approved work order or maintenance and support to non-contracted clients
  • Acting as an interface between customers and customer support
  • Ensure that clients receive quality service in an efficient, knowledgeable, and timely manner
  • Ensure that daily systems operations in the department are running smoothly and efficiently
  • Perform other duties that may be required to enhance customer support
  • Proactively contacting clients regarding on-going issue