Jonathan Lai Email & Phone Number

Kajang, My

Kajang, My

Malaysia

• Handling queries on our customer interaction center, Ask Darwin. •Support clients to resolve queries or bugs in a timely manner to ensure client satisfaction. • Gather feedback on product experience via targeted surveys. • Identify risks proactively, mitigate and escalate as deemed appropriate. •Share best practices with clients on how to achieve product success with Darwinbox. •Help drive product adoption and increase overall retention.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions• Interact and assist colleague in English and Mandarin languages• Work closely with functional teams to engage the appropriate tier 2 support teams in a timely manner.• Escalate trouble tickets in queue to appropriate functional areas, and follow up with those functional areas to ensure completion within designated SLAs (service level agreement)• Supported devices managed using Workspace One, troubleshooting issues with it on Mac OS, Windows, Android and IOS• Global pro-active support by identify real-time issues faced by colleagues and take actions to enhance their overall experience

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Perform regular Windows security patching, version update on workstations and servers.• PRTG network monitoring on entire IT infrastructure alerts

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Setup, configure and maintain the general usability of FreshService Portal.• Create new automation, Service Bundles and Service items as required• Maintains and manage workflow automations/Custom Objects• Configure form fields, Templates, Canned Response, Email notifications and Supporting Email• Proactively coordinates and escalates issues to vendor

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Perform IT helpdesk support including call handling, follow-up action, coordination and escalation• Perform support / administration duty on infrastructure including system / networking• Perform problem diagnostic by using advance troubleshooting skills.• Support global user account administration and mailbox management.• Provide remote or onsite technical support to customers.

No 10A Jalan Bersatu 13/4, Section 13, 46200 Petaling Jaya

- Provide customer assistance and problem resolution to a wide variety of customers across business areas supported by a multi-customer contact or help desk environment- Responds to non-routine customers calls, email and web inquiries providing a single point of contact for report problems, make inquiries and obtaining guidance about any or all services provided by the service center.- Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed.- Provides response and takes appropriate action to resolve.

Cyberjaya, Selangor, Malaysia

- Provide 1st level technical support to IT customers of hardware and software issues- Address customer’s technical issues via phone or remotely- Create service tickets in the Call Management System & use theappropriate escalation channels to escalate pending issues- Provide courteous and professional technical support to customers- Fast understanding and implementation of knowledge on call handling processes

Kuala Lumpur, Malaysia

- New router functional / physical check- Warranty functional check- Router software upgrade by patch- New smart devices setting up

Cheras, Selangor, Malaysia

- Software Installation- documentation filling