Level 1 Support Specialist, Customer Service

EXCLUSIVE NETWORKS | Introduction

Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organisation.

Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential.

DUTIES AND RESPONSIBILITIES | About the role

Level 1 Support Specialist, Customer Service is responsible for providing basic technical support to users experiencing difficulties with IT systems. This role involves handling customer’s call/email to support ticket, troubleshooting issues, resolving customer inquiries, and escalating complex problems to higher-level support teams when necessary. Meets SLA and response time that the contract agreement has. Process hardware RMA matter with the vendor. Create report for support call/chronology report, etc. Reports to the Technical Manager. Level 1 Support Specialists are critical in ensuring a smooth user experience and maintaining the overall functionality of the company’s IT systems.

As the Level 1 Support Specialist, Customer Service you will:

• Handling support call / email from the customer when requesting the support to the product.
• Verifying SLA entitlement from the customer and assigning support engineer.
• Following up with the customer for response base on SLA for the case status.
• Monitor the active case status and ensure the case is attended by the support engineer.
• Provide survey/feedback form to the customer when the case is closed.
• Provide reports whenever necessary based on the customer request.
• Handle RMA process for faulty hardware which approved by the vendor.
• Handle 1st level support when the customer log the case.
  
  
  

QUALIFICATIONS AND EXPERIENCE | About you

The ideal Level 1 Support Specialist, Customer Service:

• Graduate in Computer Science major are encouraged to apply
• Relevant experience in customer service preferably in IT sector
• Team player spirit and works cohesively
• Resilient, independent and always “on the go” mode
• Adaptable to work beyond 9-5, weekends and public holidays (as needed)
  
  
  

WHO ARE EXCLUSIVE NETWORKS? | Why work for us

We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website /au/ and have a look at our .

Exclusive Networks is committed to upholding the highest ethical standards. We are committed to fostering, embracing, encouraging, and preserving a culture of diversity, equity, and inclusion.

Our benefits include:

• Insurance Coverage
• Wellness Allowance
• Birthday Leave
  
  
  

Important Information: Position only applicable for Malaysian citizen.