Support Consultant

Blackoak Consulting Sdn Bhd; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A consulting firm located in Malaysia is seeking a skilled individual to provide technical and functional support for ERP systems, assist customers through various communication channels, and diagnose issues. Candidates should hold a Bachelor’s degree in information technology or a related field, possess problem-solving skills, and have strong communication abilities. Experience in customer support is preferred. The position offers opportunities to enhance system functionalities and provide training to end-users.

Qualifications

• Bachelor’s degree in information technology, computer science, or related field.
• Proficient in database management and system integration.
• Strong communication skills, both verbal and written.
• Problem-solving skills and critical thinking in high-pressure situations.
• Experience in customer support or a related field is preferred.

Responsibilities

• Provide technical and functional support for ERP systems.
• Respond to customer inquiries via phone, email, and chat.
• Diagnose and troubleshoot issues for customers.
• Collaborate with teams to resolve complex issues.
• Create and maintain documentation such as FAQs and troubleshooting guides.
• Provide training to end-users on system functions.

Skills

Communication skills

Problem-solving

Database management

System integration

Familiarity with support software

Remote troubleshooting

Education

Bachelor’s degree in information technology or related field

Tools

NetSuite

Ticketing system

Job description

Responsibilities

• Provides technical and functional support for ERP systems.

• Role involves troubleshooting issues, resolve issues, provides solutions, training, and system configuration.

Customer Assistance

Respond to customer inquiries, concerns, and issues via various communication channels (phone, email, chat).

Provide clear and concise information to customers regarding product features, functionality, and usage.

Problem Resolution

Diagnose and troubleshoot issues, guiding customers through step by step solutions.

Collaborate with other teams such as development or product teams to resolve complex issues.

Analyze business processes and recommend best practices for optimization.

Enhancement of system functionalities

Documentation

Create and maintain detailed documentation, including FAQs, troubleshooting guides, and knowledge base articles.

Document customer interactions and resolutions for future reference.

Training and Support

Provide training to end-users on system functionality and best practices.

Offer proactive guidance to help customers maximize the value of the system.

Manage and escalate issues to higher levels of support or development when necessary.

Ensure timely resolution of escalated cases while keeping customers informed.

Stay informed about system updates, industry trends, and customer needs to provide up-to-date support.

Engage in ongoing training to enhance technical and product knowledge.

Qualifications

Bachelor’s degree in information technology, computer science, or related field.

Proficiency in database management, system integration and understanding of system functionalities.

Strong communication skills, both verbal and written.

Problem-solving skills and the ability to think critically in high-pressure situations.

Experience in customer support or a related field is preferred.

Knowledge of NetSuite

Familiarity with ticketing system and support software

Able to conduct remote troubleshooting and provide virtual assistance.