IT Support Officer

Cultivar Staffing & Search; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is looking for an IT Support Officer to join their dynamic team. In this role, you will be the backbone of their SAAS software, ensuring that end-users receive exceptional support and that the software operates smoothly. You will engage with users to troubleshoot issues, conduct training sessions, and collaborate with the development team to enhance the software. If you have a knack for problem-solving and a passion for customer service, this position offers a fantastic opportunity to make a real impact in a supportive environment.

Qualifications

• Degree in IT or Computer Science preferred with prior IT support experience.
• Basic programming knowledge and familiarity with SAAS platforms required.

Responsibilities

• Monitor and maintain SAAS software for optimal performance.
• Provide prompt support to end-users via email, chat, and phone.

Skills

Technical Support

Problem-Solving

Customer Service

Communication Skills

Time Management

Education

Degree in Information Technology

Degree in Computer Science

Tools

SAAS Platforms

Support Ticketing Systems

Remote Support Tools

Job description

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

IT Support Officer

Job Description:

We are seeking a like-minded individual to join the team as an IT Support Officer primarily responsible for end-users.

The IT Support Officer will manage the back-end of our SAAS software and assist end-users with their queries. This role requires minimal programming knowledge but a strong inclination towards resolving technical issues and providing excellent customer service. The ideal candidate will be technically adept and people-oriented, ensuring smooth operation and user satisfaction.

Key Responsibilities:

1. Back-End Management:
2. Monitor and maintain the SAAS software to ensure optimal performance.
3. Perform regular system updates and maintenance tasks.
4. Troubleshoot and resolve technical issues related to the software.
5. Collaborate with the development team to address any software bugs or enhancements.
6. End-User Support:
7. Provide prompt and efficient support to end-users via email, chat, and phone.
8. Assist users with software navigation, troubleshooting, and resolving any issues they encounter.
9. Create and update user guides, FAQs, and other support documentation.
10. Conduct user training sessions as needed.

Requirements:

1. Education & Experience:
2. A degree in Information Technology, Computer Science, or a related field is preferred.
3. Prior experience in IT support or a similar role is advantageous.
4. Technical Skills:
5. Basic understanding of programming and software development (no extensive coding required).
6. Familiarity with SAAS platforms and their back-end management.
7. Proficiency in using support ticketing systems and remote support tools.
8. Soft Skills:
9. Excellent verbal and written communication skills in English.
10. Strong problem-solving abilities and a keen attention to detail.
11. Ability to work independently and manage time effectively in a remote setting.
12. A customer-centric approach with the ability to handle stressful situations calmly and efficiently.