Technical Support Specialist (Experienced)

AMAST Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

AMAST Sdn. Bhd. is seeking an experienced technical support specialist to handle day-to-day support for software products. You will resolve issues, guide users, and coordinate with developers. Candidates should have 2–4 years in software/IT support and strong communication with business users.

The role involves assisting customers via WhatsApp, email, and calls, troubleshooting login and data-entry problems, and supporting new system rollouts and UAT. Strong documentation habits are a plus.

Qualifications

• 2–4 years in software/IT technical support.
• Experience supporting web-based applications.
• Able to do basic troubleshooting: browser checks, data validation, user vs system issues.
• Strong communication with business and non-technical users.
• Good understanding of support processes (ticketing, follow-ups, prioritization).

Responsibilities

• Handle customer issues via WhatsApp, email, and calls.
• Troubleshoot and resolve: login/access issues; user errors and data entry problems; basic system configuration issues.
• Gather issue details and replicate problems when needed.
• Track and update tickets until closure; escalate technical problems to the development team with clear notes.
• Support: new system rollouts; UAT and user training sessions.
• Prepare: simple guides, FAQs, and support documents; weekly support status reports.

Skills

Technical support

Troubleshooting

User communication

Documentation

Multitasking

Customer focus

Tools

Postman

API testing

SQL queries

Jira

Freshdesk

Zendesk

Job description

Role Description

You will handle day-to-day technical support for customers and internal teams, focusing on issue resolution, system guidance, and coordination with developers. This role is suitable for someone who has previous experience supporting software products, can troubleshoot confidently, and communicates clearly with business users.

Responsibilities

• Handle customer issues via WhatsApp, email, and calls
• Troubleshoot and resolve:
  • Login and access issues
  • User errors and data entry problems
  • Basic system configuration issues
• Gather issue details and replicate problems when needed
• Track and update tickets until closureEscalate technical problems to the development team with clear notes
• Support:
  • New system rollouts
  • UAT and user training sessions
• Prepare:
  • Simple guides, FAQs, and support documents
  • Weekly support status reports

Required Experience

• 2–4 years in software/IT technical support
• Comfortable supporting web-based applications
• Able to do basic troubleshooting:
  • Browser checks (cache, device, screenshots)
  • Simple data validation
  • Identifying whether issue is user-side or system-side
• Strong communication with business and non-technical users
• Good understanding of support process (ticketing, follow-ups, prioritization)

Nice to Have

• Experience with:
  • Postman / API testing (basic understanding only)
  • SQL viewing (e.g., checking records)
  • UAT coordination with clients
• Worked with enterprise customers (banks, retail, logistics)
• Familiarity with tools like Jira, Freshdesk, or Zendesk

Soft Skills

• Professional and calm under pressure
• Strong ownership and follow-through
• Good documentation habits
• Ability to handle multiple cases at once
• Patient and customer-focused mindset