Application/ Customer Support Associate - Immediate Hiring

METACLOUD SOLUTION; Bayan Lepas; On-site; MYR 36,000 - 54,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Parking

Annual Performance Bonus

Shift Allowance

Team Building

Job summary

METACLOUD SOLUTION in Bayan Lepas, Penang, is hiring an Application/Customer Support Associate on a 24/7 rotating shift. You will provide L1 technical support for web-based and in-house applications, assist customers via chat, log incidents in the ticketing system, and escalate when needed.

Candidates must have a Diploma or Certificate, at least 1 year in IT support, and be fluent in Mandarin and English. ITIL certification is an added advantage.

Qualifications

• Certificate or Diploma in a related field.
• At least 1 year of IT support or related experience.
• ITIL certification is a plus.
• Strong problem-solving and analytical skills with attention to detail.

Responsibilities

• Provide L1 technical support for web-based and in-house applications on a 24/7 rotational shift.
• Interact with customers via chat, ensuring professional and timely responses.
• Log, track, and update incidents in the internal ticketing system.
• Troubleshoot and resolve application issues, escalating to L2/L3 when needed.
• Monitor system operations, perform initial diagnostics, and document procedures.

Skills

Mandarin

English

IT support

Customer service

Education

Certificate/ Diploma

Tools

Ticketing system

Job description

Application/ Customer Support Associate - Immediate Hiring

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 a Certificate/ Diploma or equivalent qualification.

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.

Perks and benefits

• Medical
• Miscellaneous allowance
• Parking
• Annual Performance Bonus
• Shift Allowance
• Team Bu

It's more than just a job in Metacloud Team!

We are a growing company which aims to be a dynamic and exciting place to work in. We believe and value in working with like-minded people to empower them to think independently, take initiative and be innovative.

Our passion of building software solutions that works for businesses, building bridges to connect people and devices, sensibly think out of the box and turning ideas into reality.

We strive to provide a total solution to our global customers and exceed in delivering their expectation. We are a pool of highly talented team equipped with knowledge on windows software, web technologies, mobile device software, open source software and operating system, networking and security and cloud computing.

We invite you to explore the world of opportunities waiting for you when you come on board with us, grow with us, and be one where achievements are celebrated.

It's more than just a job in Metacloud Team!

We are a growing company which aims to be a dynamic and exciting place to work in. We believe and value in working with like-minded people to empower them to think independently, take initiative and be innovative.

Our passion of building software solutions that works for businesses, building bridges to connect people and devices, sensibly think out of the box and turning ideas into reality.

We strive to provide a total solution to our global customers and exceed in delivering their expectation. We are a pool of highly talented team equipped with knowledge on windows software, web technologies, mobile device software, open source software and operating system, networking and security and cloud computing.

We invite you to explore the world of opportunities waiting for you when you come on board with us, grow with us, and be one where achievements are celebrated.

It's more than just a job in Metacloud Team!

We are a growing company which aims to be a dynamic and exciting place to work in. We believe and value in working with like-minded people to empower them to think independently, take initiative and be innovative.

Our passion of building software solutions that works for businesses, building bridges to connect people and devices, sensibly think out of the box and turning ideas into reality.

We strive to provide a total solution to our global customers and exceed in delivering their expectation. We are a pool of highly talented team equipped with knowledge on windows software, web technologies, mobile device software, open source software and operating system, networking and security and cloud computing.

We invite you to explore the world of opportunities waiting for you when you come on board with us, grow with us, and be one where achievements are celebrated.