Kenneth, Chow Kiat Chong Email & Phone Number

Petaling Jaya, Selangor, Malaysia

Lead a sub-unit within the Customer Support Department, providing direction, support, and mentorship to team members.Serve as the primary point of contact for merchant onboarding-related tasks, facilitating integration processes and addressing inquiries regarding company products and services promptly and accurately.Assist in developing and maintaining Standard Operating Procedures (SOP) to ensure the consistency in operations.Oversee the team's ticket handling process and facilitating timely resolution of customer issues, while ensuring adherence to the agreed Service Level Agreements (SLA).Monitor the quality of work produced by team members, upholding high standards to meet or exceed customer expectations.Assist in chairing the Change Management Board, ensuring comprehensive information submitted change requests.

Petaling Jaya, Selangor, Malaysia

Responsible in maintaining agreed SLAs to ensure that tickets are resolved on a timely manner. Ability to prioritize and manage multiple tickets simultaneously, escalate complex issues to the appropriate team members, and provide excellent customer service.Analyze and diagnose the problem determine the severity and resolution requirements. Then provide suitable solutions to resolve problems and issues, while ensuring customer satisfaction is optimized.Study high level Europay, Mastercard, and Visa 3D Secure. Evaluate application change requests for fixes and enhancements.

Petaling Jaya, Selangor, Malaysia

Malaysia

Installing and configuring computer hardware, software, systems, networks, printers for all new joiners.Monitoring and maintaining existing computer systems and in-house applications.Responding in a timely manner to service issues and requests by providing technical support across the company, including any adhoc requests.Repairing and replacing equipment as necessary.Testing new technology and implement it to improve the overall productivity of the company.Provide in-house application training to new joiners.

Perform day to day proactive monitoring to monitor status of all alarm systems, ensure all end users system are online while providing end-to-end support if necessary.Consulting, providing optimum solution for home, commercial and office security to end users.Project Management and Implementation, assisting end users to setup surveillance system, door access system and alarm systemProvide end user training, testing and commissioning at the end of project phase.Generate Sales Lead, assisting and working closely with Managing Director to generate sales and look out for potential projects.Perform thorough study on new product lines especially on system configuration and all related devices in each systems.

Petaling Jaya

Responsible to manage everyday high severity incidents or critical issues, while providing end-to-end support and implement resolution to resolve incidents within the agreed Service Level Agreement (SLA). Perform proactive monitoring, housekeeping and capacity planning to avoid incidents. Identify and implement the service improvement programs to improve the overall stability of the application.Responsible for managing the production related changes, releases and rollouts with zero or minimal impact to the stability of the application, while ensuring proper technical plans are in place for all production changes.Learned hands-on technical skills such as either on Oracle, PL/SQL, MS SQL, Java, Windows or Linux platform.

Petaling Jaya, Selangor, Malaysia

Responsible for resolving everyday customer support queries by gathering and understanding information pertaining to requests raised by customers accurately and completely. Analyse and diagnose the problem determine the severity and resolution requirements. Then provide suitable solutions to resolve problems and issues, while ensuring customer satisfaction is optimized.Learned about high level business processes, transmission protocols, basic knowledge on EDI document format, whether it's an industry based standard such as EDIFACT, X12 or XML. Evaluate application change requests for fixes and enhancements. Do mapping change whenever necessary to ensure information is being correctly displayed on each EDI documents and sent to the customers, while cooperate with developers in the enhancements of approved product and application fixes.Facilitate the transmission of documents and files securely over the Internet via B2BE's server environment with the assistance of proactive system alert notification monitoring. Research, develop and enhance internal support process to provide continuous improvement and service efficiency and productivity to serve B2BE’s customer’s business needs better. Build and maintain a "Knowledge Base" to support the teams' service efficiency and productivity