Application Support(Chinese or Mandarin)

Two95 International Inc.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer service seeks a motivated individual to join their technical support team in Kuala Lumpur. The role involves advocating for customer needs, managing support tickets, and resolving technical issues across multiple regions. Candidates should have 2+ years of experience, be fluent in English and Mandarin, and possess basic troubleshooting skills.

Qualifications

• 2+ years in customer service or technical support.
• Fluency in English and Mandarin (written and spoken).
• Basic troubleshooting knowledge required.

Responsibilities

• Manage customer requests and advocate for their needs.
• Own and track tickets, ensuring SLAs are met.
• Resolve or manage system issues.

Skills

Teamwork

Critical Thinking

Positive Attitude

Tools

AWS

Software Installation

System Configurations

Networking

Job description

Responsibilities:

ü Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times. Advocate for Customer Success

ü Own and track tickets within SLAs

ü Identify, resolve or manage the resolution of system issues

ü Familiarity with multichannel service delivery and communications to handle service requests

ü Supports internal clients with system admin tasks and product knowledge expert advice.

ü Seek more information, by asking the right questions to collect information to assist and resolve the issue

ü Communicate to all levels to ensure clients and management are informed of issue status and updates.

ü Manage escalation to 2nd Line

ü Improve, manage and update Knowledgebase

ü Familiar working with automated system monitoring and applications across large networks

ü Application Support is a 24 hours/ 5 days / 365 day a week responsibility for customers from multiple regions.

ü Be a part of a scheduled shift rotation

ü Assignments as required and relevant by Management

ü Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs

Requirements:

ü 2+ year of experience in a relevant customer service or technical support position.

ü Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.

ü Basic troubleshooting knowledge of desktop support issues such as software installation, system configurations, networking etc.

ü Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous.

ü Fluent in the English & Mandarin languages, both written and spoken

ü Candidates must be eligible to work and live in the country of employment.