Service Desk Analyst: SaaS Support & SQL Troubleshooting

B2B Commerce (M) Sdn Bhd

Petaling Jaya

On-site

MYR 60,000 - 90,000

Full time

3 days ago

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Job summary

B2B Commerce (M) Sdn Bhd is seeking an experienced Application/Software Support specialist in Malaysia. You will serve as the first point of contact for customer issues on our B2B software platform, troubleshoot applications, and provide clear, evidence-based updates.

You will work with L2/L3 teams and log tickets through ITSM tools within agreed SLAs. The role requires 2–3 years in a technical support or service desk capacity, a relevant IT degree, and strong SQL skills to analyze data from

Qualifications

Bachelor's degree in IT/CS or related field.
2–3 years in Application/Software Support or Service Desk.
Experience supporting a SaaS/web application or enterprise platform.
SQL queries to retrieve and analyse data.
Familiarity with database tools and interpreting logs.

Responsibilities

Act as first point of contact for customer-reported issues on our B2B software platform.
Investigate and troubleshoot issues; verify document statuses and diagnose transactions.
Execute SQL queries to check document statuses and trace data flows.
Reproduce issues and document findings for escalation to L2/L3 teams.
Provide accurate, evidence-based status updates to customers.
Log and manage tickets via ITSM tools within SLA timelines.
Maintain detailed ticket records and investigate steps taken.