L2 Application Support Specialist | WFH/HYBRID | Mandarin Speaker

Eternity Recruitment; Kuala Lumpur; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A recruitment agency in Kuala Lumpur is seeking a Level 2 Application Support Specialist to provide technical support for business-critical applications. The ideal candidate will have strong analytical and problem-solving skills, excellent communication abilities, and fluency in both English and Mandarin. Responsibilities include troubleshooting application issues, maintaining the knowledge base, and collaborating with support teams. The role offers hybrid working arrangements and benefits like allowances and medical claims.

Benefits

WFH - Night and Midnight shift

Hybrid working arrangement - Day shift

Flexi Allowance - min RM 1,000 yearly

Shift Allowance - RM 85/per shift

Medical / Dental / Optical Claims

Qualifications

• Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues.
• Excellent communication and teamwork skills to collaborate effectively with internal teams.
• Detail-oriented with strong documentation practices to record new findings and best practices.
• Self-motivated and capable of performing tasks independently with minimal supervision.
• Committed to maintaining the confidentiality of sensitive data and information.
• Professional demeanour with a positive attitude and strong interpersonal skills.
• Fluent in English and Mandarin to effectively communicate with Mandarin-speaking clients.

Responsibilities

• Provide Level 2 application support to assist the Level 1 Customer Service team.
• Utilize the Knowledge Base to resolve recurring issues and train the Level 1 team.
• Update and maintain the knowledge base for team-wide access.
• Collaborate with team members to enhance response and resolution times.
• Investigate and resolve application issues promptly.
• Monitor application usage trends and address unusual patterns.
• Perform light design and programming tasks as needed.
• Coordinate with Level 3 support for escalated issues.
• Prepare handovers to colleagues in subsequent shifts.
• Collect user feedback for continuous product improvement.

Skills

Analytical skills

Problem-solving abilities

Communication skills

Team collaboration

Attention to detail

Self-motivation

Interpersonal skills

Fluent in English

Fluent in Mandarin

Tools

SQL queries

Job description

Eternity Recruitment – Kuala Lumpur, Kuala Lumpur

TheL2 Application Support Specialist

provides technical support for business-critical applications, ensuring their smooth operation, troubleshooting issues, and escalating complex problems when needed.

What We Offer:

• WFH - Night and Midnight shift
• Hybrid working arrangement - Day shift
• Flexi Allowance - min RM 1,000 (depends on grade) / yearly
• Shift Allowance (Night & Midnight) - RM 85/per shift
• Medical / Dental / Optical Claims

Key Responsibilities:

• Provide timely and effective Level 2 Application Support Officer to assist the Level 1 Customer Service team in resolving complex technical issues.
• Utilize the Knowledge Base to resolve recurring issues and proactively train the Level 1 team by sharing relevant solutions.
• Continuously update and maintain the knowledge base with new issues and solutions to ensure team-wide access to the latest information.
• Collaborate with team members to enhance response and resolution times and actively work to reduce the frequency of incidents.
• Investigate, analyse, and resolve application issues promptly, including delivering root cause analysis and recommending preventative measures.
• Monitor application usage trends to identify unusual patterns or behaviours and address them proactively to prevent disruptions.
• Perform light design and programming tasks involving scripting and database queries as needed.
• Coordinate with Level 3 support for escalated issues by compiling detailed troubleshooting analysis and establishing clear timelines for resolution.
• Ensure seamless team collaboration by preparing and delivering thorough handovers to colleagues in subsequent shifts.
• Collect user feedback and suggestions to contribute to continuous product improvement efforts.

Requirements:

• Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues.
• Excellent communication and teamwork skills to collaborate effectively with internal teams.
• Detail-oriented with strong documentation practices to record new findings and best practices.
• Self-motivated and capable of performing tasks independently with minimal supervision.
• Committed to maintaining the confidentiality of sensitive data and information.
• Professional demeanour with a positive attitude and strong interpersonal skills.
• Fluent in English and Mandarin to effectively communicate with Mandarin-speaking clients (spoken, written, and typing).
• Basic knowledge of SQL queries is a plus.
• Prior experience in a similar application support or technical support role is highly desirable.