Helpdesk Administrator

WORQ is a flexible-office and community company, with products in coworking spaces, community app, enterprise solutions and looking to grow its offerings to better service and innovate the real estate market. As an innovation firm in this industry, WORQ is a venture capital-backed startup invested by Cradle, 500 Start-Ups, Phillip Capital, Space Matrix ( a sister company of Jungle Ventures ), as well as private investors from Goldman Sachs and Temasek. Winning 5 awards including, Voted the Best Coworking Space of Malaysia by the Malaysia Rice Bowl Startup Awards in 2017, Coworker Member’s Choice Award winner in 2018, Outstanding Incubator / Coworking Space Winner in 2018, Coworker Member’s Choice Award winner for Kuala Lumpur category in 2019 and Coworker Member’s Choice Awards winner with 100,000 sqft of space and growing, housing over 281 companies, we have been able to fuel collaboration on a scale never seen before in Malaysian entrepreneurship history. 

WORQ’s fast growth in a sustainable manner has garnered the continued support and investment from the VC world including its latest third round of financing completed amidst COVID-19 with backing from seven follow-on investors, signifying investor confidence in its potential. Its sustainability and risk management is bar none and endorsed by six of the major banks in Malaysia extending loan offers to WORQ, passing the stringent risk test of traditional banks. With a strong base, WORQ is poised to capitalize on the fast-growing flexible office market to reach its vision of making people prosper by working together. It's a massive dream, and we're working passionately to fulfill it. We can't do it alone though - this is where you come in.

Job Summary:

We are seeking a Helpdesk Administrator to join our dynamic co-working space operations team. This role sits at the intersection of customer service and operations, ensuring seamless service delivery across our outlet (s) serving 2,500+ members. The ideal candidate will excel at managing multiple communication channels, streamlining processes, and maintaining high customer satisfaction standards.

Job Descriptions:

I) Helpdesk Management

• Monitor and respond to all email inquiries across all co-working locations within our 1-hour SLA

• Manage the live chat function, providing real-time assistance to members and prospects

• Handle inbound phone support for customer inquiries

• Serve as the primary point of contact and escalate complex issues to appropriate departments with complete context and priority assessment

• Track resolution times and ensure adherence to SLA metrics

II) Administration & Documentation

• Manage IT documentation including equipment inventory, warranties, and vendor contracts

• Coordinate with vendors for IT purchases and service renewals

• Maintain organized records of all IT assets and licenses

• Support the Head of IT with administrative tasks related to technology operations

• Create and update IT policies and procedures documentation

III) Knowledge Management

• Develop and maintain comprehensive training materials using Tango and other documentation tools

• Create and update the company knowledge base with FAQs, troubleshooting guides, and best practices

• Produce step-by-step manuals for common processes and technologies

• Ensure all documentation remains current as systems and processes evolve

IV) Additional ad hoc tasks as assigned by superior and management.

Job Requirements:

I) Education & Experience

• Bachelor's degree in Customer Service, Business Administration or related field

• 2-3 years experience in a customer service role with help desk experience (Zendesk, Hubspot, 

• Demonstrated experience with helpdesk or service delivery functions

• Experience in multi-location business environments preferred

II) Technical Skills

• Proficient with Hubspot CRM/Service Hub

• Expert in Microsoft Office/Google Workspace productivity suites

• Experience with Tango or similar documentation creation tools

• Familiarity with AI tools for customer service and workflow automation

• Comfort with analyzing data and creating visual reports

III) Soft Skills

• Exceptional written and verbal communication abilities

• Strong problem-solving skills with attention to detail

• Ability to prioritize effectively in a fast-paced environment

• Customer-focused mindset with emphasis on service excellence

• Self-motivated with ability to work independently and collaboratively

• Process-oriented thinking with an eye for efficiency improvements