**Job Title:** Remote Support Assistant
**Company:** Telekom Malaysia Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 1
**Job Description:**
Telekom Malaysia Berhad is seeking a dedicated and motivated Remote Support Assistant to join our dynamic team. As an entry-level position, this part-time role offers a fantastic opportunity for individuals looking to begin their career in customer support and technical assistance while working from the comfort of their home.
**Key Responsibilities:**
1. **Customer Support:**
- Serve as the first point of contact for customer inquiries via phone, email, or online chat.
- Provide timely and accurate information regarding Telekom Malaysia services, billing inquiries, and technical issues.
- Actively listen to customers, understand their concerns, and provide appropriate solutions or escalate issues to higher-level support when necessary.
2. **Technical Assistance:**
- Assist customers with troubleshooting common technical problems including internet connectivity, account access, and device configuration.
- Document customer interactions and maintain clear records of issues and resolutions in the ticketing system.
- Collaborate with technical teams to ensure swift resolution of customer issues.
3. **Documentation and Reporting:**
- Maintain up-to-date knowledge of company products, services, and policies.
- Create and update user guides and FAQs to enhance the self-service options for customers.
- Prepare and submit daily, weekly, and monthly reports on customer interactions and resolutions.
4. **Continuous Improvement:**
- Participate in training sessions to enhance technical knowledge and improve customer service skills.
- Suggest process improvements to enhance the efficiency of the support team.
5. **Time Management:**
- Manage workload effectively to meet departmental targets and respond to customers promptly.
- Organize daily tasks and prioritize issues based on urgency and customer needs.
**Requirements:**
- **Educational Qualifications:**
- A minimum of a high school diploma or equivalent is required. Certificate or diploma in a related field is a plus.
- **Experience:**
- At least 1 year of experience in a customer support role, preferably in the telecommunications sector or related field.
- **Personality Traits:**
- Confident in communication skills when dealing with customers.
- Hardworking and dedicated to achieving high levels of customer satisfaction.
- **Soft Skills:**
- Strong strategic planning capabilities to address customer needs effectively.
- Excellent time management skills to handle inquiries and resolve issues within set timeframe.
- **Technical Skills:**
- Basic understanding of computer systems and common troubleshooting methods.
- Familiarity with customer support tools and ticketing systems is preferable but not mandatory.
**Benefits:**
- Coverage for travel and spending expenses for work-related matters.
- Free accommodation during work-related travel.
- Comprehensive life insurance coverage for peace of mind.
**Working Environment:**
At Telekom Malaysia Berhad, we pride ourselves on promoting equality and fairness for all employees. We foster a culture of inclusion and respect, encouraging every individual to contribute their unique perspectives and talents.
**Deadline to Apply:** ********
**Equal Opportunity Statement:**
Telekom Malaysia Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
