{"id":1246467,"url":"https://alion.io/job/exeo-global-customer-service-representative","title":"Customer Service Representative","company":{"id":2516904,"name":"EXEO Global","domain":"exeo-global.com","url":"https://alion.io/company/exeo-global","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":16000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":950},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-25T17:22:53Z","employer_posted_date":null,"last_verified_at":"2026-09-25T17:22:53Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"The Role\n\nThis position is responsible for providing first-level support by triaging, managing, and resolving assigned service cases in accordance with EXEO Global and customer Service Level Agreements (SLAs). The role requires working on a rotating roster to support a 24x7 operation, ensuring timely response, effective case management, and high-quality customer service.\n\nKey Accountabilities\n\nKey Responsibilities\n\nManage support cases assigned by the Queue Manager and ensure resolution within agreed Service Level Agreements (SLAs). \nProvide timely customer updates and maintain accurate, complete case documentation. \nPerform first-level troubleshooting using remote diagnostic tools, standard procedures, and knowledge base resources. \nHandle call-home alerts, remote hands requests, and technical incidents, escalating when required. \nFollow established case management processes and escalation procedures. \nCoordinate Field Engineers, subcontractors, and spare parts to meet service commitments. \nCollaborate with L2, L3, SMEs, Supply Chain, and other support teams to resolve cases efficiently. \nMaintain professional communication with customers, vendors, and internal stakeholders. \nShare knowledge, support team development, and contribute to process improvements. \nAttend required training and perform other assigned duties. \n\nRequired Competencies\n\nCustomer Focus: Deliver timely, professional, and high-quality customer support. \nAttention to Detail: Ensure accurate documentation and SLA compliance. \nProblem Solving: Effectively triage, diagnose, resolve, and escalate technical issues. \nCommunication: Communicate clearly and professionally with customers, colleagues, vendors, and management. \nTeamwork: Work collaboratively across technical, operations, and logistics teams. \nDocumentation: Maintain accurate and complete case records throughout the support lifecycle. \nAdaptability: Quickly learn new technologies, tools, and processes. \nCritical Thinking: Prioritize workload, make sound decisions, and manage multiple cases effectively. \nContinuous Improvement: Recommend and support process and service improvements. \nProfessionalism: Demonstrate reliability, accountability, good judgement, and consistent performance. \n\nSkills & Experiences\n\nDiploma or Bachelor's Degree in Information Technology, Engineering, Computer Science, or a related discipline is preferred.\nFresh graduates are encouraged to apply. Candidates with up to 1 year of experience in a customer-facing technical support, NOC, or Service Desk environment will have an added advantage.\nPrevious experience working in an IT Service Management (ITSM), Service Desk, or ticket coordination environment is preferred.\nHands-on experience with Salesforce, Zendesk, or similar ticketing and CRM platforms is preferred.\nExperience using 8x8 Softphone or other enterprise VoIP/call management systems is an advantage.\nExposure to supporting global customers and working within SLA-driven support operations is preferred.\nITIL Foundation certification is an advantage.\nStrong verbal and written communication, interpersonal, organizational, and customer service skills.\nProficient in Microsoft Office applications and general computer and internet-based tools.\nAbility to work independently, prioritize multiple tasks, and perform effectively in a fast-paced, customer-focused environment.","description_format":"text","description_chars":3375,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-25T17:22:53Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":15,"reasons":["seen:2","win:early","comp:junior"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/exeo-global-customer-service-representative","json_url":"https://alion.io/job/exeo-global-customer-service-representative.json","meta":{"generated_at":"2026-09-29T03:09:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2858,"day_limit":5000,"remaining_today":2142,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}