Application Support Engineer

GOCLOUD TECHNOLOGIES (M) SDN. BHD.; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology solutions company in Petaling Jaya is seeking an enthusiastic Application Support Engineer to provide exceptional support for Kumo applications. Responsibilities include onboarding customers, troubleshooting issues, and ensuring customer satisfaction. Ideal candidates will have a degree in Software Engineering or a related field, with strong customer support experience. Attractive remuneration and growth opportunities available.

Benefits

Attractive remuneration with commissions

Training and certification sponsored

Annual team events and activities

Qualifications

• At least one year of experience in customer support in the IT sector.
• Strong interpersonal and customer service skills.
• Ability to provide clear instructions and problem-solving guidance.

Responsibilities

• Offer support for Kumo applications.
• Provide training and onboarding for customers.
• Troubleshoot and resolve customer issues.

Skills

Customer support

Problem-solving

Communication skills

Multi-tasking

Language proficiency (English, Bahasa Malaysia)

Education

Diploma or Bachelor’s Degree in Software Engineering or similar

Tools

Freshdesk

Job description

Overview

Kumo (kumoteam.co) is a provider of Clinic Management Software as a Service (SaaS) for the medical, healthcare, and wellness industries. With a strong track record in the Medical Aesthetics, Beauty, and Wellness sectors through the Aoikumo (aoikumo.com) brand, as well as in Dental, Veterinary, and Primary Care through our kumoDent (kumodent.com), kumoVet (kumovet.com) and kumoDoc (kumodoc.com) products, Kumo has established itself as a leader in the field. By leveraging its successful platforms, Kumo aims to offer cutting-edge software solutions to the medical field, ranging from appointment scheduling to billing and after-care. Our products are built to last, with regular updates ensuring they meet both current and future business needs, resulting in significant transformative advantages.

This achievement reinforces our mission to set new standards, lead by example, and remain a reliable partner in an innovation-driven industry.

In collaboration with Mediconnexions Consulting, Kumo goes beyond its role as a software provider by offering patient infographics on treatments within its platform. These infographics can be conveniently shared directly to the patient's mobile device.

We are growing and looking for people who love what they do to join the team and grow with us in a place that values enthusiasm and doing what you do best!

Job Summary & The Opportunity

Kumo is currently seeking an enthusiastic and driven individual to join our team as an Application Support Engineer. As an Application Support Engineer, you will play a central role in fostering relationships with both new and existing customers by offering support for Kumo applications. Your primary responsibilities include addressing customer inquiries and concerns via phone and our ticketing system, onboarding and ensuring exceptional service delivery to enhance customer satisfaction.

If you are a proactive problem-solver, you will thrive in a environment that supports growth within our customer support team.

Key Responsibilities

• Offer support for Kumo applications.
• Provide full in-house training and onboarding for customers subscribed to Aoikumo, kumoDent, kumoVet, kumoDoc, or other in-house developed apps.
• Track and compile customer feedback after training.
• Analyze Kumo applications functionality, test when required, and recommend enhancements.
• Manage inquiries and complaints via ticketing, chat, WhatsApp, and phone; route requests to appropriate teams to enhance customer satisfaction.
• Troubleshoot and resolve customer issues using established practices and tools (e.g., Freshdesk).
• Maintain accurate documentation and continually improve ticketing and chat system processes.
• Be on standby during weekends and public holidays to address high-severity issues (Severity 1: full system outage; Severity 2: significant degradation); respond per SLAs and monitor tickets for urgent matters.
• Assist in ad-hoc duties as required.

Qualifications & Experience

• Diploma or Bachelor’s Degree in Software Engineering, Computer Science, Information Technology, Information Systems, Computer Engineering, or similar.
• At least one year of experience in providing customer support via phone, email, and chat within the IT sector.
• Working knowledge of relevant operating systems, IT devices, and business applications.
• Strong interpersonal, communication, and customer service skills.
• Ability to multi-task, plan effectively, and follow processes while collaborating as a team.
• Independent, customer-oriented mindset; able to provide clear instructions and problem-solving guidance.
• Ability to work under pressure and support multiple accounts.
• Good command of English and Bahasa Malaysia (written and spoken); Mandarin/Cantonese skills are a bonus for dealing with clients in those languages.

Why Join Us?

• Attractive remuneration with commissions package including a fixed allowance.
• Training and certification sponsored by the company.
• Vibrant, energetic office culture with opportunities for career advancement.
• Annual team events, employee engagement activities, and ample office amenities.
• Office location near Citta Mall with access to reasonably priced eateries; wellness and other allowances provided.

Responsibilities if you’re appointed in the ISMS Committee

• High-level review of information security incidents and remedial action decisions.
• Establish and maintain ISMS policies, procedures, and guidelines.
• Monitor effectiveness of information security policies, standards, and procedures.
• Prepare and maintain information security policies and ISMS documentation.
• Provide specialized information security advice or services as appropriate.
• Perform continual risk assessment and implement risk treatment plans.
• Maintain information asset inventory; ensure security training and awareness programs.
• Identify information asset classification levels.
• Understand the ISMS Manual and related responsibilities if appointed (e.g., Document Controller / Incident Manager / ISMS Secretariat).

Job Insights

Salary, applicant numbers, and skills match indicators are provided to help you gauge fit.

Application Questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Support Engineer?
• How would you rate your English language skills?
• Do you have customer service experience?
• How many years' experience do you have in an application support function?
• Which of the following languages are you fluent in?
• How many years' experience do you have in the IT industry?

What can I earn as an Application Support Engineer