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Jobs in 马来西亚   »   工作在 Bandar Baru Bangi   »   信息技术 职位   »   Service Operations Lead
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Service Operations Lead

Silentmode Sdn Bhd

Silentmode Sdn Bhd company logo

Requirements & Qualification

  • Bachelor's degree in computer science, information technology, engineering, business, IT support or a related field.
  • Possess a professional certificate is desirable (e.g CCSM, CCXP,CSM,CCCM,CMQ/OE.CCSP,CPCS,CSS) 8 years of total work experience and at least 5 years in technical operations, system administration, or a related field.
  • Previous experience in a leadership or management role in managing customer support teams and delivering exceptional client assistance.
  • Proficiency in relevant technologies and systems used in the fuel retail software industry.
  • Familiar with iOS platform, Linux platforms, Microsoft Platform, Window scripting application, MDM application.
  • Strong knowledge of cloud computing platforms (e.g., AWS, Azure) and DevOps practices.
  • Strong customer service skills with a focus on promptly addressing inquiries, concerns, and requests.
  • Ability to ensure client contentment through efficient issue resolution and clear communication.
  • Experience in adhering to service level agreements (SLAs) to consistently meet and surpass client expectations.
  • Demonstrated ability to lead and mentor customer support teams, including Tier 1 and Tier 2 Support personnel.
  • Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.
  • Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.
  • Experience in developing and implementing strategies to streamline support processes, enhance efficiency, and reduce response times.
  • Ability to monitor and control expenditures to ensure the unit operates within budgetary constraints and allocate resources effectively.
  • Experience in overseeing training and development initiatives for support personnel to ensure they have the necessary skills and knowledge.
  • Excellent written and verbal communication skills to effectively communicate with team members, clients, dealers, and vendors.
  • Proficiency in serving as a point of escalation for complex client issues and collaborating with Tier 2 Support to address escalated technical problems.
  • Analytical skills to prepare and present reports on key performance indicators, unit progress, and activities.

Responsibilities

  • Establish the department's intellectual property which encompass methodologies, best practices, technical know-how, knowledge base, processes, and procedural frameworks, and to perform any other tasks as assigned by the middle management.
  • Setting up KPI and Evaluation Standards for the team members.
  • To assist the Heads of Departments in overseeing team members, ensuring departmental alignment with the organization's strategic goals, and prepare comprehensive reports when necessary.
  • Adherence to all relevant laws, regulations, and compliance requirements, as well as managing the implementation of and adherence to the organization's/department information security policy and management system in all aspects of operations.
  • Provide 1:1 coaching to team members if necessary.
  • Serve as the first point of contact for client inquiries and support requests.
  • Gather and document client issues, ensuring accurate and detailed information.
  • Provide timely responses and resolutions for basic client issues and inquiries.
  • Follow established support procedures and protocols.
  • Create and maintain support tickets to track client interactions.
  • Ensure that support tickets are accurate and up to date.
  • Prioritize and categorize tickets to facilitate efficient issue resolution.
  • Offer basic product information and guidance to clients.
  • Assist clients with common troubleshooting steps.
  • Direct clients to relevant resources, documentation, or Tier 2 Support when necessary.
  • Communicate effectively with clients, ensuring a positive and professional experience.
  • Follow up with clients to ensure issue resolution and satisfaction.
  • Escalate complex issues to Tier 2 Support for further assistance.
  • To perform any other task as assigned by the Middle Management.

Perks & Benefits

  • Nearby public transport
  • Casual dress code
  • Free flow pantry
  • Regular sports & team activities
  • Medical insurance
  • Career development opportunities
  • Flexi benefit for work-life balance

工作地点
Unit 609A, First Floor, Kompleks Diamond Bangi Business Park, Jalan Medan Bangi, Seksyen 1, 43650 Bandar Baru Bangi, Selangor
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