IT Customer Support Specialist

VIMIGO; Selayang Municipal Council; On-site; MYR 30,000 - 60,000; Full time

Job summary

An innovative company is seeking a dedicated customer support specialist to join their team. In this role, you will provide exceptional technical assistance to clients, ensuring they maximize the benefits of the platform. You'll conduct training sessions, troubleshoot issues, and gather valuable feedback to drive continuous improvement. If you have a strong technical background and excellent communication skills in English and Mandarin, this opportunity is perfect for you. Join a forward-thinking organization that values client satisfaction and personal growth.

Qualifications

• Proven experience in customer support, preferably in a SaaS environment.
• Strong technical aptitude and problem-solving abilities.

Responsibilities

• Provide technical support to clients via phone, email, and live chat.
• Conduct training sessions for clients on the platform's features.

Skills

Customer Support

Technical Aptitude

Problem-Solving

Communication Skills

Organizational Skills

Education

Bachelor's degree in Information Technology

Bachelor's degree in Business

Tools

CRM Systems

Support Tools

Job description

Job Responsibilities

• Customer Assistance: Provide prompt and professional technical support to clients via phone, email, and live chat, addressing inquiries and resolving issues related to the vimigo platform.
• Product Training: Conduct comprehensive training sessions for clients to ensure effective utilization of vimigo's features and functionalities.
• Issue Resolution: Diagnose and troubleshoot technical problems, guiding clients through step-by-step solutions or escalating to the development team when necessary.
• Feedback Collection: Gather client feedback and communicate insights to the product development team for continuous improvement.
• Documentation: Maintain accurate records of client interactions, issues, and resolutions in our CRM system.
• Resource Development: Create and update user guides, FAQs, and other support materials to enhance the client experience.

Minimum Requirements

• Proven experience in customer support, preferably within a SaaS or technology environment.
• Strong technical aptitude with the ability to grasp complex software applications.
• Excellent verbal and written communication skills in English and Chinese (Mandarin); proficiency in additional languages is a plus.
• Demonstrated problem-solving abilities and a proactive approach to identifying solutions.
• Familiarity with CRM systems and support tools.
• Ability to work independently and collaboratively within a team.
• Strong organizational skills and attention to detail.
• Experience in conducting client training sessions or webinars.
• Knowledge of performance management or HR software solutions.
• Bachelor's degree in Information Technology, Business, or a related field.
• Experience with Human Resource Management Systems (HRMS).