IT System & Support Engineer

Softinn Solutions Sdn. Bhd.; Ayer Keroh; On-site; MYR 45,000 - 74,000; Full time

Benefits offered by this job

Medical Miscellaneous allowance Access

Job summary

Softinn Solutions Sdn. Bhd. in Melaka invites applications for the role of Technical Support Officer. You will provide prompt technical assistance across channels, help customers maximize product value, and contribute to a growing knowledge base.

Join a fast-paced, customer-centric environment with opportunities to work on hotel tech solutions, kiosks, and design prototypes in Figma, while collaborating with product teams to drive improvements.

Qualifications

• Bachelor's degree in CS/IT preferred.
• Minimum 1 year in technical support in a SaaS or software company.
• Excellent command of English and Bahasa Melayu; Mandarin a plus.

Responsibilities

• Provide technical support by responding promptly to customer inquiries via phone, email, chat, and help resolve technical issues.
• Build and maintain positive relationships with customers, understanding their needs and providing timely assistance.
• Escalate complex issues to product/engineering teams and follow up on resolutions to ensure satisfaction.
• Develop a deep understanding of our SaaS products, features, and integrations; stay updated with product releases and industry trends.
• Configure and deploy hotel kiosks.
• Create and maintain design prototypes in Figma.
• Contribute to knowledge base, FAQs, troubleshooting guides, and best practices for self-service.
• Collaborate with users and the product team to implement user-centered solutions.
• Act as a customer advocate by gathering feedback on product enhancements and usability.
• Conduct product training for users.

Job description

We're selling to forward-looking hoteliers in South East Asia. Most of our customers are in Malaysia, and some are from the Philippines, Indonesia and Thailand.

Working at Softinn as Technical Support Officer allows you to work on the B2B front. You will be responsible for providing exceptional technical support to our customers. You will play a critical role in ensuring customer satisfaction by resolving technical issues, answering inquiries, and assisting customers in maximizing the value of our SaaS products. This role requires strong problem-solving skills, excellent communication abilities, and a customer-centric approach.

Job Responsibility

Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.

Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance.

Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction. Track and document support cases and their resolutions in a ticketing system.

Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to effectively support customers and provide product-related guidance.

Configure and deploy hotel kiosks.

Create and maintain design prototypes in Figma.

Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible.

Collaborate with the users and the product team to implement user-centered solutions.

Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.

Conduct product training for users.

Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

Minimum 1-year work experience in technical support, preferably in a SaaS or software company.

Strong problem-solving and analytical skills to diagnose and resolve technical issues.

Reasonable foundation in algorithms and analytical skills.

Has excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point)

Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts clearly and concisely.

With a customer-focused mindset with a passion for delivering exceptional customer service.

Familiarity with ticketing systems, CRM software, and knowledge base tools.

Ability to work independently and collaboratively in a fast-paced environment.

Flexibility to work in shifts and handle occasional weekend or on-call support duties.

Familiar with Figma

Experience in the hotel industry is a plus

Familiar with Hubspot

Familiar with video editing software

Location: Melaka, Malaysia

Softinn is a hospitality technology company that provides property management systems and e-commerce solutions to boutique hotels. We are based in Melaka.

Our mission is "Make hotelier work easier" through connectivity. We differentiate by building collaboration tech that removes system silos in boutique hotels and enables IR4.0. Our tagline is "Make IT Easy for Hotels".

Work-hard-Play-harder, open communication, less bureaucractic working environment is synonymous with life in Softinn. If you are seeking a sense of pride and ownership at work, continuous learning and innovation, flexibility, flat level of bureaucracy, and entrepreneurial spirit, then Softinn is the place for you.

• Medical Miscellaneous allowance Access to Online Training, Domestic & internationa