System Support Engineer

Agensi Pekerjaan Career Wise Sdn Bhd; Tasek Gelugor; On-site; MYR 24,000 - 36,000; Full time

Job summary

Agensi Pekerjaan Career Wise Sdn Bhd is seeking a capable IT Support professional in Penang to provide technical and application support to internal and external customers by phone, email, and Live Chat.

You will document issues, work with development teams to resolve them, and help train customers while maintaining strong relationships and taking ownership of technical challenges.

Qualifications

• SQL proficiency required.
• Strong customer service and communication skills.
• Ability to analyze problems and provide solutions.
• Experience in technical support is advantageous.
• Fresh graduates are encouraged to apply.

Responsibilities

• Provide technical/application support to customers via phone, email, and Live Chat.
• Log issues in the ticketing system and escalate or resolve promptly.
• Lead communications with customers to set expectations and maintain relationships.
• Own technical issues and collaborate with development team to close cases.
• Document troubleshooting steps and resolutions.
• Provide training to customers as required.

Skills

SQL

Customer service

Analytical skills

Communication skills

Technical support

Independent worker

Education

Bachelor's Degree in Computer Science/IT or equivalent

Diploma/Degree in IT/Related field

Job description

Job Duties

• Provide Technical/Application Support to internal and external customers in regards with the company Application through phone calls, email, and Live Chat.
• Ensure all issues reported by customers are recorded in the ticketing system and resolved or escalated to the proper escalation point in timely fashion.
• Lead communications/expectations to customers at all levels to maintain positive relationships.
• Take ownership of technical issues reported, work closely with development team as necessary to close case.
• Document troubleshooting and problem resolution steps.
• Participation in providing training to customers as required.
• Perform other related duties as assigned or required.
• Products subject matter expert including acquiring new technologies to enhance capability to support customers efficiently and effectively.

Experience and Qualification

• Candidate must possess at least a Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• A fast learner with strong analytical, assessment and problem-solving skills.
• Strong SQL skills.
• Outstanding customer service, organizational, communication skills (written and verbal skills) and excellent phone manner.
• Resourceful, high energy, independent-minded, can-do attitude.
• Hardworking, Goal orientated and responsible.
• Self-starter and have a good teamwork attitude.
• Able to work independently with minimal supervision.
• Willing to work flexible hours or out-of-office hours as when required.
• Working experience as programmer/ system analyst or technical support is added advantage.
• Fresh graduates are also encouraged to apply.