Support Consultant

WoodWing Software; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A software company in Cyberjaya seeks a Support Consultant to assist business partners with installation and configuration of applications. Responsibilities include responding to technical queries and analyzing issues for resolution. Ideal candidates will have a Bachelor's in Computer Science and three years of customer support experience, along with strong technical skills in various operating systems and databases.

Qualifications

• At least three years of experience in customer support is highly preferred.
• Broad technical knowledge in the ICT field, including management and configuration of operating systems.
• Experience in configuring and using relational databases.

Responsibilities

• Respond to technical queries from partners and customers.
• Analyze and resolve issues escalated by partners and customers.
• Handle tickets in a timely manner.
• Maintain regular contact with business partners and customers.

Skills

Technical communication

Problem-solving

Customer service

Education

Bachelor's degree in Computer Science or related field

Tools

MS Windows

Linux

MacOS

Oracle

MySQL

MS SQL

PHP

XML

Job description

Overview

The Support Consultant plays a crucial role in assisting business partners with the installation, configuration, and management of WoodWing applications. As a key member of the Customer Success team, you will be responsible for ensuring the satisfaction of our business partners and customers in utilizing WoodWing products and services.

Responsibilities

• Responding to technical queries from partners and customers with accuracy and efficiency.
• Analyzing and resolving issues escalated by partners and customers.
• Effectively handle tickets in a timely manner.
• Timely reporting of tickets that may escalate to the Manager or L3 Support.
• Maintaining regular contact with business partners and customers to address their needs.
• Collaborates with other staff to research and resolve problems.
• Creating and managing test and support environments.
• Staying updated on WoodWing products through internal training and self-study.
• Actively contributing to the Knowledge Base by sharing knowledge and information.
• Performs other related duties as assigned.

Qualifications

• Bachelor's degree in Computer Science or related field.
• At least three years of experience in customer support is highly preferred.
• Broad technical knowledge in the ICT field, including:
• • MS Windows, Linux, MacOS (management and configuration)
  • Configuring and using relational databases (Oracle, MySQL, MS SQL)
  • Web application technologies (PHP, XML)

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Strong analytical and problem-solving skills.