ERP Application Support Lead — Customer Success

FlexSystem (M) Sdn Bhd; Selangor; On-site; MYR 180,000 - 280,000; Full time

Job summary

FlexSystem (M) Sdn Bhd is seeking a proactive System Application Support Lead in Malaysia to head the customer support function, build strong client relationships, and drive continuous service improvements.

You will guide the Application Support Analyst and Business Analyst, manage escalations, and collaborate with implementation and technical teams to ensure timely issue resolution and high customer satisfaction.

Responsibilities

• Lead and manage the Application Support Analyst and Business Analyst to deliver high-quality customer support.
• Serve as the primary escalation point for customer enquiries, issues, and service requests.
• Lead the project and support teams to ensure timely resolution of customer issues.
• Identify recurring customer issues and recommend process or product improvements.
• Conduct customer follow-up sessions, health checks, and user guidance where necessary.
• Prepare support reports, customer feedback analysis, and service performance metrics for management.
• Mentor and coach Application Support Analyst and Business Analyst to enhance service quality and customer satisfaction.
• Report to Hong Kong Headquarter.

Job description

FlexSystem (M) Sdn Bhd is seeking a proactive System Application Support Lead in Malaysia to head the customer support function, build strong client relationships, and drive continuous service improvements.

You will guide the Application Support Analyst and Business Analyst, manage escalations, and collaborate with implementation and technical teams to ensure timely issue resolution and high customer satisfaction.