Systems Support Specialist
Depending on applican't experience and capabilities, we have multiple vacancies to fill in this role (L1 Customer Support or L2 Application Support) due to company growth.
Product training will be provided.
L1 System Support Executive
This role's main responsibility is to act as a traffic controller for support request tickets, to improve the workflow and overall management of requests in the application support team.
Job Describtion- Ticketing control tasks; organize, update, follow-up and assign tickets to the appropriate support members and or departments.
- To assist in support related matters in terms of Application/IT Support.
- Provide over the phone support, helping colleagues or clients set up system settings and resolve minor issues (L1).
- Test and evaluate new technology as assigned by management.
- Monitor customer complaints and provide assistance where needed.
- Any ad hoc tasks assigned from time to time by management
L2 System Support Executive
This role main responsibilities are to be onsite for installation and maintenance of software applications for customers in order for streamlining their business operations. This role also required to be on standby(on-call) roster duty to support overseas users remotely or even travel to various locations overseas to provide support.
Job Describtion- Required to assist with onsite installation of systems especially to new clients.
- Perform onsite training to clients and presentation to new and existing clients on product features.
- Prepare and develop of documentation on software user guide and software customisation request including software testing.
- Provide user support enquiries regarding Point-of-Sales (POS) and technical issues including remote troubleshooting and debugging of systems.
- Track, follow-up and resolve customer’s outstanding issues based on ticketing system.
- Any ad hoc tasks assigned from time to time by management.
- Minimum education is diploma level certification in IT, Computer studies or related field.
- At least 1 year of working experience in the customer service support field in IT industry.
- Possess IT knowledge and familiar with POS systems.
- Experience in using helpdesk software and remote support tools.
- Excellent communication and patience when solving problems.
- Good command in written and spoken English and Malay.
- Able to differentiate complexities of customer requests and organize them.
- Candidate with at least diploma in IT related field.
- At least 1 year of working experiences in the related field.
- Good command in written and spoken English.
- Good in SQL command and networks.
- Ability in multitasking, fast learner and set priorities of work within deadlines.