Application/ Customer Support Associate

Metacloud Solution; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology solutions provider in Penang is looking for a Junior Executive to provide L1 technical support for web-based applications. This role involves troubleshooting application issues, supporting customers via chat, and logging incidents in the ticketing system. Candidates should possess at least an SPM and have strong problem-solving skills. Fluency in Mandarin and English is required for effective communication with clients. The position demands flexibility for 24/7 rotating shifts, including weekends and holidays.

Qualifications

• At least 1 year of experience in IT support or related field.
• Junior Executive specializing in IT/Computer Network/System/Database Administration preferred.
• ITIL or professional certification is an added advantage.

Responsibilities

• Provide L1 technical support for web-based and in-house applications.
• Support customers via chat with professional responses.
• Log, track, and update incidents in the ticketing system.
• Troubleshoot and resolve application issues promptly.
• Monitor system operations and perform diagnostics.

Skills

Problem-solving

Analytical skills

Customer support

Mandarin proficiency

English proficiency

Education

SPM or equivalent

Job description

Responsibilities

Provide L1 technical support for web-based and in-house applications on a 24/7 rotational shift basis.

Support customers directly via chat, ensuring clear, professional, and timely responses.

Log, track, and update incidents in the internal ticketing system for troubleshooting records and escalation purposes.

Troubleshoot and resolve application issues promptly, prioritizing based on severity, business impact, and urgency.

Monitor system operations, perform initial diagnostics, and elevate unresolved cases to L2/L3 support teams when required.

Conduct routine system health checks and proactive monitoring to identify and mitigate potential issues early.

Document troubleshooting procedures and contribute to the knowledge base for future reference.

Collaborate with cross-functional teams to improve application performance, streamline workflows, and enhance service quality.

Provide feedback on recurring technical issues to support preventive measures and long-term stability.

Requirements

Candidate must possess at least SPM or equivalent.

At least 1 year of working experience in IT support or related field.

Preferably Junior Executive specializing in IT/Computer Network/System/Database Administration or equivalent.

ITIL or professional certification is an added advantage.

Basic IT/technology knowledge.

Strong problem-solving and analytical skills with attention to detail.

Flexibility to work on 24/7 rotating shifts (3 rotational shift basis), including midnight shift, weekends, and public holidays.

Proficiency in Mandarin and English is required to effectively communicate with our Mandarin‑speaking clients from China.