Customer-Centric Support Engineer

AvePoint, Inc.; Kuala Lumpur; In loco; MYR 48.000 - 72.000; Tempo pieno

Descrizione del lavoro

AvePoint, Inc. is seeking a Support Engineer to provide Level 1 and Level 2 support to existing clients in Kuala Lumpur. You will identify, troubleshoot and resolve reported issues, coordinating with R&D and QA teams to reproduce problems and communicate findings.

The role requires strong communication, a proactive customer focus, and the ability to work under tight timelines. Diploma holders in IT/CS/Engineering with 1+ year of IT support experience are welcome; Mandarin-speaking clients is a

Competenze

• Min Diploma in Information Technology/Computer Science/ Computer Engineering.
• Preferably >1 year experience in IT Industry managing large-scale applications support.
• 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.
• Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey.

Mansioni

• 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.

Conoscenze

Excellent communication skills

Pro-active, customer-focused

Strong analytical and troubleshooting

Organized and meticulous

Mandarin-speaking clients

Formazione

Diploma in Information Technology/Computer Science/ Computer Engineering

Bachelor’s degree or above

Strumenti

Microsoft SQL Server

Descrizione del lavoro

AvePoint, Inc. is seeking a Support Engineer to provide Level 1 and Level 2 support to existing clients in Kuala Lumpur. You will identify, troubleshoot and resolve reported issues, coordinating with R&D and QA teams to reproduce problems and communicate findings.

The role requires strong communication, a proactive customer focus, and the ability to work under tight timelines. Diploma holders in IT/CS/Engineering with 1+ year of IT support experience are welcome; Mandarin-speaking clients is a