Technical Application Specialist

Grow; Kuala Lumpur; On-site; MYR 44,640 - 66,960; Full time

Benefits offered by this job

Comprehensive health and wellness benefits

Opportunities for mentorship and career development

Free LinkedIn Learning licenses

Education Support programs

Inclusive workplace environment

Work-life balance policies

Global mobility support

Job summary

Grow in Kuala Lumpur is seeking a dedicated individual for technical support roles, requiring strong problem-solving skills and customer service experience. Ideal candidates should have over 3 years of industry knowledge, effectively communicating issues and solutions while assisting customers with technical queries via phone, email, or chat.

The company offers comprehensive health benefits, opportunities for career development, and a commitment to inclusiveness within a diverse workplace.

Qualifications

• 3+ years applicable experience and demonstrated success/knowledge.
• Strong problem solving and troubleshooting skills.
• Experience in a support environment with high call volumes desired.

Responsibilities

• Confers with customers to diagnose problems and troubleshoot solutions.
• Follows procedures to resolve client-server application issues.
• Assists with system setup, configuration, and integration tools.

Job description

Duties & Responsibilities

• Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.


• Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.


• Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.


• Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.


• Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.


• Addresses concerns brought up by other departments such as customer experience or sales.


• Contributes and uses department's knowledge base articles and FAQ's.

Knowledge, Skills & Abilities

• Ability to effectively communicate both verbally and in writing


• Customer experience skills


• Knowledge of specific system application fundamentals and business processes


• Strong problem solving and troubleshooting skills


• Experience in a support environment with high call volumes desired


• SaaS or e-Commerce experience


• Basic accounting knowledge is preferrable


• Basic programming skills; ability to understand programming logic

Qualifications

• 3+ years applicable experience and demonstrated success/knowledge


• Industry knowledge/experience

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.


• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.


• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.


• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.


• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.


• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.


• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay‑consider applying regardless.

We are an equal‑opportunity employer.