• Job Description

  Req#: 2776811

  Video Client Service Analyst required for one of the fastest-growing MSPs in Cyberjaya, Malaysia
  

  Salary & Allowances: Competitive (inclusive monthly allowance, plus benefits)
  

  Location: Cyberjaya, Malaysia

  Nasstar is a managed service specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies.

  Nasstar is the business and technology partner that delivers IT without drama.

  We stop IT from ever becoming a problem. We manage and protect your systems. We support your employees and help service your customers. And we identify opportunities to help migrate your applications and infrastructure into multi-cloud environments, keeping your costs down and your productivity up.

  And we do it without you even noticing us. Leaving you free to get back to what you do best – driving business value.

  With Nasstar, your IT just works.

  Details of our businesses and our outstanding achievements so far can be found on our websites:-

  https://www.nasstar.com/

  https://www.modalitysystems.com/

  Job Description:

  The Video Client Services Analyst is the first line of support for Video customers, including Video conference/event bookings, MACD requests, taking general queries, logging complaints, opening incident tickets, and providing advice on the best video conference solutions and practices. This team also manages the CMDB records for our Video customers.
  

  Main Responsibilities will include:

  Being the first point of contact for Nasstar Video customers.

  • To answer calls from clients, ensuring a professional manner is maintained throughout and remaining calm under pressure. Also to achieve set call handling targets.
  • Ensure you are listening to the users and understand the issue/request and ask relevant questions.
  • To assess the impact and urgency of the issue/request and escalate accordingly where applicable.

  What we’d like from you:

  To deliver the best for our customers, the people in Nasstar also need to be the best. Therefore we look for colleagues who demonstrate dedication and passion to a shared goal of excellent customer experience and service. Who work well with others and are passionate about what they do. A willingness to learn and quickly adapt is a must, as well as the drive to succeed.

  Work as part of a team

  • Work with peers, other team members and your leaders to progress your working knowledge
  • Liaise closely with the Video Support team and Technical team, advising promptly of any changes to the Event/Test schedules and Requests tasks that need to be progressed.
  • Communicate with your team and leaders should you be struggling with an issue

  Actively managing and maintaining assigned tickets

  • Owning Request tickets and ensuring they are progressed in a timely manner, liaising with relevant fulfilment teams.
  • Logging and managing Level 1 incident tickets, triaging to the relevant teams where applicable.
  • Keeping the customer informed and updated with the progression of their issue or request.

  Perform Asset and Configuration management tasks

  • Manage and maintain internal and customer CMDB records keeping them evergreen.
  • Perform relevant MACD updates based on customer requests.

  What you can expect from us in return

  At Nasstar, we think it’s important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:

  • Holiday: 20 days’ holiday, plus bank holidays
  • Medical Insurance Enrolment: Will take place after probation is passed
  • Top tech: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
  • Shift, Travel & Parking Allowance: RM 950 allowance per month
  • Overtime: All staff are eligible for overtime (if required)
  • Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
  • Office Location & Environment: Working in a modern new office with good facilities in the immediate location

  Why choose a career with Nasstar?

  Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless.

  A note for agencies

  Nasstar have a world-class, in-house Recruitment Team who work hard to successfully find the very best candidates. Therefore, unfortunately, we cannot accept any agency submissions for any of our roles.
  

• About the company

  Overcome your biggest hurdles and remain competitive, using market leading technology. We take the hassle away, so you can focus on driving business value.

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