CUSTOMER EXPERIENCE ANALYST

Role Purpose

As IT Customer Experience Analyst, you will be the first point of contact to Logicalis’s customers. In this role you will work closely together with your team members as you rely on each other for success and positive customer outcome. We are looking for someone to join our Cyberjaya team.

Core Responsibilities

• Providing high level customer focus through delivery of accurate information to business clients regarding availability and functionality of services.
• Enforcing and reviewing Logicalis processes to ensure documentation is current and to initiate escalation as required.
• Diagnosing issues and provide solutions, utilising knowledge entries to achieve service restoration where possible.
• Escalation of all unresolved problems/requests to relevant teams; providing accurate categorisation, assessment and prioritisation.
• Providing remote diagnostic and troubleshooting and checks for customer inci...