IT Application Support

SEER S&R; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A prominent technology service provider in Kuala Lumpur is seeking a Customer Support specialist to manage customer inquiries and ensure their needs are met. The ideal candidate has over 2 years of experience in technical support or customer service, and is fluent in English and Mandarin. Responsibilities include tracking service requests and managing client communications. This role offers a challenging and rewarding environment with flexible work hours.

Qualifications

• 2+ years of experience in customer service or technical support.
• Fluent in English and Mandarin, both written and spoken.
• Basic troubleshooting knowledge of desktop support issues.

Responsibilities

• Advocate for customer success and address their needs.
• Manage and track tickets within SLAs.
• Communicate issue status and updates to clients and management.

Skills

Customer advocacy

Issue resolution management

Communication skills

Teamwork

Critical thinking

Tools

Database knowledge

AWS

Job description

• Ability to keep Customer at the forefront of all requests and advocate for the Customers needs at all times. Advocate for Customer Success
• Own and track tickets within SLAs
• Identify, resolve or manage the resolution of system issues
• Familiarity with multichannel service delivery and communications to handle service requests
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to assist and resolve the issue
• Communicate to all levels to ensure clients and management are informed of issue status and updates.
• Manage escalation to 2nd Line
• Improve, manage and update Knowledgebase
• Familiar working with automated system monitoring and applications across large networks
• Application Support is a 24 hours/ 5 days / 365 day a week responsibility for customers from multiple regions.
• Be a part of a scheduled shift rotation
• Assignments as required and relevant by Management
• Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs

Job Requirements

• 2+ year of experience in a relevant customer service or technical support position.
• Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.
• Basic troubleshooting knowledge of desktop support issues such as software installation, system configurations, networking etc.
• Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous.
• Fluent in the English & Mandarin languages, both written and spoken
• Candidates must be eligible to work and live in the country of employment.