IT Application Support

Job Position: IT Application Support

Salary Up To RM8000

Location: Kuala Lumpur

Job Descriptions:

• Ability to keep Customer at the forefront of all requests and advocate for the Customers needs at all times. Advocate for Customer Success

• Own and track tickets within SLAs

• Identify, resolve or manage the resolution of system issues

• Familiarity with multichannel service delivery and communications to handle service requests

• Supports internal clients with system admin tasks and product knowledge expert advice.

• Seek more information, by asking the right questions to collect information to assist and resolve the issue

• Communicate to all levels to ensure clients and management are informed of issue status and updates.

• Manage escalation to 2nd Line

• Improve, manage and update Knowledgebase

• Familiar working with automated system monitoring and applications across large networks

• Application Support is a 24 hours/ 5 days / 365 day a week responsibility for customers from multiple regions.

• Be a part of a scheduled shift rotation

• Assignments as required and relevant by Management

• Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs

Job Requirements:

• 2+ year of experience in a relevant customer service or technical support position.

• Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.

• Basic troubleshooting knowledge of desktop support issues such as software installation, system configurations, networking etc.

• Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous.

• Fluent in the English & Mandarin languages, both written and spoken

• Candidates must be eligible to work and live in the country of employment.