Application Support Consultant

BASSnet; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

BASSnet is seeking a dedicated Application Support Consultant to join our Service & Support team. You will provide timely technical support for ERP applications, ensuring high service quality and customer satisfaction across our cloud-based maritime solutions.

You will troubleshoot system issues, manage support tickets, and collaborate with internal teams to improve performance and user experience, while upholding SLA commitments and clear communication with customers.

Qualifications

• Ownership in managing support tickets and meeting SLA expectations.
• Clear, professional communication with customers.
• Hands-on troubleshooting of system errors and data issues.
• Proactive in identifying recurring issues and solutions.
• Knowledge sharing and documentation.
• Experience with ERP platforms (SAP, Oracle ERP, MS Dynamics, NetSuite).
• Bachelor’s degree in IT/CS/Engineering.
• 2–4 years in supporting in-house apps/ERP.

Responsibilities

• Provide timely technical support for ERP applications.
• Troubleshoot issues, manage tickets, and maintain SLA performance.
• Collaborate with internal teams to improve system performance and user experience.

Skills

Ticket ownership

Clear communication

Troubleshooting

Proactive problem-solving

Root cause analysis

Knowledge sharing

System upgrades

User education

Support desk

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Zendesk

ServiceNow

Salesforce

MS SQL Server

Job description

The maritime industry is going digital - and BASS is at the helm. Based in Cyprus with teams spanning across Malaysia, Hamburg, and Oslo, we've just launched BASSnet Neo, a cloud-native SaaS fleet management platform for ship owners, ship managers, and operators worldwide. Demand is surging, and we're scaling our global commercial team to ride the wave. Website: www.BASSnet.no

We are looking for a dedicated and customer-focused Application Support Consultant to join our Service & Support team. In this role, you will be responsible for providing timely and effective technical support for ERP applications, ensuring high service quality and customer satisfaction.

You will play a key role in troubleshooting system issues, managing support tickets, and collaborating with internal teams to continuously improve system performance and user experience.

What should you have?

• A strong sense of ownership in managing support tickets, ensuring timely resolution within SLA expectations
• Ability to communicate clearly and professionally with customers, keeping them informed throughout the issue lifecycle
• Hands-on experience in troubleshooting system errors, data issues, and performance problems
• A proactive mindset to identify recurring issues and contribute to long-term solutions
• Capability to perform root cause analysis and think analytically to resolve problems
• Interest in knowledge sharing, including contributing to knowledge bases and documentation
• Exposure to system upgrades, patching, or maintenance activities
• Ability to guide and educate users on best practices in using ERP systems
• Flexibility to support service desk operations when required

What do you need to qualify?

• Bachelor’s degree in information technology, Computer Science/Engineering, or equivalent
• Minimum 2 – 4 years in supporting in-house applications or ERP systems in any IT industry
• Familiarity with ERP platforms (e.g., SAP, Oracle ERP, Microsoft Dynamics, NetSuite).
• Understanding of functional areas like finance, procurement, HR, and supply chain workflows.
• Experience in customer support tools like (Zendesk, ServiceNow, Salesforce) or equivalent
• Experience with installing and configuring MS SQL Server and good knowledge of Structured Query Language (SQL).
• Software development is not a mandatory responsibility of this position, however programming experience in .NET would be an advantage
• Practical and/or technical knowledge of maritime software or maritime industry is an added advantage.
• Excellent command of English is a must
• Willing to be on shift

Is the above relevant to you?