Client-Facing Support Engineer: Troubleshoot & Grow

AvePoint; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

AvePoint is seeking a proactive Support Engineer in Kuala Lumpur to deliver Level 1 and 2 support for existing clients. You will partner with the R&D team to replicate issues, communicate findings, and drive bug fixes with a strong focus on customer satisfaction.

The role entails managing incident status, documenting processes, and conducting training sessions to empower users. A Diploma or higher in IT/CS/CE and at least 1 year in IT support are preferred.

Qualifications

• Min Diploma in Information Technology/Computer Science/ Computer Engineering
• Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
• Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Able to converse with mandarin speaking clients.

Responsibilities

• Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.
• Ensure customer satisfaction in Project Support and Maintenance
• Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.
• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
• Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed.
• Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
• Continually evaluate existing processes to streamline and enhance customer support activities.
• Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
• Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
• Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
• Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.

Skills

Excellent communication skills

Customer-focused

Analytical and troubleshooting

Teamwork

Willingness to learn

Mandarin speaking capability

Education

Diploma in Information Technology/Computer Science/Computer Engineering

Bachelor’s degree or above

Tools

Microsoft SQL Server

Job description

AvePoint is seeking a proactive Support Engineer in Kuala Lumpur to deliver Level 1 and 2 support for existing clients. You will partner with the R&D team to replicate issues, communicate findings, and drive bug fixes with a strong focus on customer satisfaction.

The role entails managing incident status, documenting processes, and conducting training sessions to empower users. A Diploma or higher in IT/CS/CE and at least 1 year in IT support are preferred.