Software Support Team Lead: Elevate Customer Experience

iDynamics Software Sdn Bhd; Selangor; On-site; MYR 89,000 - 156,000; Full time

Job summary

iDynamics Software is seeking a Software Support Team Lead to lead and develop our support team, drive service performance, and ensure customers receive responsive, professional and effective support. The successful candidate will mentor staff, monitor tickets and SLAs, handle escalations, collaborate with consultants and developers, and help maintain our knowledge base and best practices.

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

Qualifications

• Diploma or Degree in IT, Computer Science, Accounting, Business Information Systems or related fields.
• 4-7 years of experience in software/application support, ERP, accounting software or a related environment.
• Previous experience as a Team Lead, Senior Support Executive or Supervisor is preferred.
• Experience managing support tickets, SLAs, escalations and service performance.

Responsibilities

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

Skills

Team leadership

Customer service

Troubleshooting

Communication

Education

IT/CS/Accounting degree

Business Information Systems

Tools

ERP software

Accounting software

Job description

iDynamics Software is seeking a Software Support Team Lead to lead and develop our support team, drive service performance, and ensure customers receive responsive, professional and effective support. The successful candidate will mentor staff, monitor tickets and SLAs, handle escalations, collaborate with consultants and developers, and help maintain our knowledge base and best practices.

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