Customer Support Manager / Assistant Manager (L1)

ExecSearch; Shah Alam; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading gaming technology firm in Malaysia is looking for a Customer Support Manager / Assistant Manager to oversee the Technical Service & Support team. The candidate should have an advanced diploma in engineering and a minimum of 5 years of experience in technical support within the gaming industry. Responsibilities include providing L1 technical support, managing customer feedback, and ensuring timely installation of machines. This role requires strong leadership and interpersonal skills.

Qualifications

• Minimum 5 years in technical support within the gaming industry.
• Ability to lead and guide technicians for assignments.
• Strong knowledge in computer hardware, software, and networking.

Responsibilities

• Head the Technical Service & Support team and provide technical support.
• Ensure timely completion of machine commissioning and installations.
• Manage customer feedback and support operations.

Skills

Leadership

Technical Support

Interpersonal Skills

Computer Literacy

Education

Advanced Diploma in Engineering (Electrical / Electronic / Computer)

Job description

Responsibilities

• To Head the Technical Service & Support team (TSS) on overall Support operation, provide L1 technical support for machines and systems meeting SLA.
• Ensure commissioning and installation of machines and systems are completed within the scheduled time and meeting requirements.
• Ensure all customer feedback or complaints are conveyed to related personnel, both support manager and sales account manager.
• To set TSS monthly roster and to oversee Support daily operation.
• To ensure TSS SOP and Code of Conduct are adhered at all time.
• To verify all TSS “JOB SHEET” of the work and mileage claim on weekly basis prior to submission for superior approval.
• To prepare all TSS operations related reports timely for submission.
• To ensure subordinate reports are produced timely for CS Manager's verification/approval prior to submission.
• To manage the team for relocation, commissioning and installation of machines, ETG and systems for overseas and local market.
• To manage the team to deliver on time technical support to overseas casino/club for company’s machines, ETG and systems ensuring SLA for L1 support is met.
• To be responsible in arranging the team in carrying out product upgrade on site, e.g. machine game change and system software upgrade/testing.
• To provide new sites on-site training to customers on game functionality and operation.
• To provide devise conversion instructions for configuration comparisons or hardware upgrade/downgrade changes.

Requirements

• Advanced Diploma in Engineering (Electrical / Electronic / Computer).
• Minimum 5 years technical support experience in gaming industry.
• Ability to lead and guide technicians for overseas or local assignment.
• Computer literate, with strong knowledge in computer hardware, software and computer networking will be an added advantage.
• Good interpersonal skills and able to communicate with all levels, internally and externally, in a professional and responsive manner.
• Knowledge and understanding of AC/DC fundamentals will be an added advantage.

Company Background

This is a creative and innovative company in gaming industry serving clients across the SEA region with HQ in Singapore.

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