Maintenance & Support (M&S) Application Specialist (Contract - Pasir Panjang - up to 4.5K)

RMA Contracts Pte Ltd; Pasir Panjang; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading document services provider is seeking a proactive M&S Application Specialist in Negeri Sembilan, Malaysia. This role involves providing Level 1 and Level 2 technical support, ensuring customer inquiries are addressed effectively. Candidates should have a degree in Computer Science and experience in web application development using Microsoft technologies. This position focuses on delivering exceptional service and support in a collaborative team environment.

Qualifications

• 1-2 years experience in developing web applications.
• Sound understanding of modern web technologies.

Responsibilities

• Serve as the primary point of contact for customer inquiries.
• Monitor service desk queues and ticket statuses.
• Document all customer interactions and resolutions.

Skills

Web application development

Customer service orientation

Technical troubleshooting

.NET framework

Education

Degree in Computer Science or Computer Engineering

Tools

ASP.NET Core

MVC

C#

Node.js

SQL database

Job description

Overview

We are seeking a detail-oriented and proactive M&S Application Specialist to join our client, a leading provider of document services and printing technologies, to drive business innovation for the digital future.

Job Scope

In this role, the candidate will perform both Level 1 and Level 2 support.

Level 1

• Serve as the primary point of contact for all customer inquiries and technical support requests via phone, email, remote assessment tools, or on-site support.


• Instill confidence in customers by assuring them that the problem can be resolved, or a workaround solution can be adopted.


• Use incident management best practices to accurately diagnose, troubleshoot, perform fixes where necessary, and escalate issues to appropriate teams or vendors.


• Proactively monitor service desk queues and ticket statuses to ensure timely response and resolution of customer issues within defined service level agreements (SLAs).


• Provide timely status updates on incidents reported by customers to internal teams and customers, ensuring minimal disruption to the operations.


• Collaborate with internal teams, regional teams, and external vendors as a team to achieve timely resolution of incidents reported.


• Document all customer interactions and resolutions in the ticketing system, maintaining detailed and accurate records to ensure transparency and accountability.


• Provide regular issue lists reports to customers.


• Continuously update knowledge base articles and support documentation to improve the efficiency of the M&S team.


• Serve as Account Admin and/or System Admin for selected customers.


• Adhere to corporate policies, procedures, and security protocols while managing customer data and sensitive information.

Level 2

• Instill confidence in customers by assuring them that the problem can be resolved, or a workaround solution can be adopted.


• Use incident management best practices to accurately diagnose, troubleshoot, identify bugs in custom codes, perform code fixes where necessary, and escalate issues to appropriate teams or vendors.


• Identify recurring issues or trends and work with the team to implement permanent solutions or improve processes.


• Provide timely status updates on incidents reported by customers to internal teams and customers, ensuring minimal disruption to the operations.


• Collaborate with internal teams, regional teams, and external vendors as a team to achieve timely resolution of incidents reported.


• Continuously update knowledge base articles and support documentation to improve the efficiency of the M&S team.


• Adhere to corporate policies, procedures, and security protocols while managing customer data and sensitive information.

Requirements

• Degree holder in Computer Science or Computer Engineering


• 1-2 years experience in developing web applications in the Microsoft .NET framework using ASP.NET Core, MVC, C#, Node.js and SQL database.


• Sound understanding of modern web technologies on Microsoft platforms, cloud computing, WCM and ECM.


• Customer-focused mindset with a passion for delivering exceptional service and support.

If you are keen to know more about this role, please email Mary at [e-mail] and send your resume in MS Word format. Note that only shortlisted candidates will be contacted.

Mary Marquez (EA Regn No: R1326974)

RMA Consultants Pte Ltd (EA Licence No: 93C4403)