Software Support Team Lead — Elevate Customer Experience

iDynamics Software Sdn Bhd; Petaling Jaya; On-site; MYR 89,000 - 134,000; Full time

Job summary

iDynamics Software is seeking a Software Support Team Lead to lead and develop the support team, drive service performance and ensure customers receive responsive, professional and effective support.

You will oversee day-to-day operations, coach staff, monitor SLAs, and coordinate with consultants, developers and other teams to continuously improve service quality and customer satisfaction.

Qualifications

• Diploma or Degree in IT, Computer Science, Accounting, BIS or related fields.
• 4–7 years of experience in software/application support, ERP, accounting software or related environment.
• Experience as Team Lead, Senior Support Executive or Supervisor is preferred.
• Strong troubleshooting, problem-solving and customer communication skills.

Responsibilities

• Lead the day-to-day operations and performance of the Software Support team.
• Coach and develop team members to strengthen technical, troubleshooting and communication capabilities.
• Monitor support tickets, response and resolution times, backlog and SLA performance.
• Ensure cases are prioritised, assigned and followed through to resolution.
• Act as an escalation point for complex or sensitive customer issues.
• Work with consultants, developers and other teams to resolve issues effectively.
• Review recurring issues and improve support processes and service quality.
• Maintain high standards of customer communication with timely updates.
• Drive accountability, teamwork and customer ownership within the Support team.
• Maintain and improve support documentation, Knowledge Base and internal best practices.

Skills

Troubleshooting

Problem-solving

People management

Coaching

Communication

Education

Diploma or Degree in IT, Computer Science, Accounting, Business Information Systems or related fields

Tools

Accounting software

ERP

POS

Payroll systems

Job description

iDynamics Software is seeking a Software Support Team Lead to lead and develop the support team, drive service performance and ensure customers receive responsive, professional and effective support.

You will oversee day-to-day operations, coach staff, monitor SLAs, and coordinate with consultants, developers and other teams to continuously improve service quality and customer satisfaction.