Executive Agency Digital Lounge

Manulife Financial; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Join a leading international financial services provider as a Technical Support Specialist in Kuala Lumpur. You will provide crucial technical support to agency users, troubleshoot issues, and assist with user training on sales tools. This role offers competitive salary packages and professional development opportunities while promoting a values-first culture and inclusive work environment.

Benefits

Competitive salary and benefits packages

Professional development and leadership opportunities

Flexible work policies

Strong work-life balance

Qualifications

• Minimum 3 years working experience required.
• Prior help desk experience preferred.
• Proficiency in Microsoft Windows environment.

Responsibilities

• Conduct troubleshooting and resolve issues for users.
• Log service calls and manage incidents in the ticketing system.
• Provide onsite training for sales tools and systems.

Skills

Troubleshooting

Customer Service

Problem-Solving

Communication

Education

Degree in IT-related field

Job description

The opportunity

Provides technical support to users (agency) by assisting them with timely and accurate responses to their technical queries. This includes identifying and resolving technical issues quickly to ensure smooth operations. The role also involves regularly monitoring and performing maintenance on sales tools and systems to ensure they operate efficiently and effectively.

Responsibilities

• Conduct initial troubleshooting and gather sufficient information from the customer (agency) before escalating issues to the Level 2 and Level 3 support teams. Identify and resolve issues for users, guiding them through corrective steps whenever possible.

• Log all service calls, emails, walk-in issues, and queries in the ticketing system.

• Manage all logged incidents, ensuring thorough follow-up and resolution within the agreed Service Level Agreement (SLA).

• Register, log, and escalate issues to the business solutions unit for system enhancements, recommending necessary changes and production fixes.

• Maintain client confidence and protect operations by keeping information confidential.

• Participate in the development of user training programs, identifying learning issues, and recommending appropriate instructional language.

• Provide onsite training support for agency sales tools and systems, including installation, activation, and troubleshooting.

• Assist trainers in addressing technical questions related to applications or systems during training sessions

• Conduct User Acceptance Testing (UAT) and Operation Readiness Testing (ORT) for all digital tools, analyze defects, and communicate issues to the technical team for resolution.

• Perform additional duties and responsibilities as assigned by the superior from time to time.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Degree in an IT-related field.

• Minimum 3 years working experience.

• Prior help desk experience preferred.

• Experience in life insurance or financial services is a plus.

• Proficient in Microsoft Windows environment with strong troubleshooting skills.

• Experience with iOS application environments is an added advantage.

• Ability to work independently with minimal supervision.

• A self-starter who is responsible and demonstrates strong team collaboration skills.

• Excellent problem-solving abilities to identify and resolve issues efficiently.

• Strong customer service and phone communication skills.

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.

• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.

• Continuous innovation
  We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail] .

Working Arrangement

Hybrid