IT Application Support

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia SEER Sdn Bhd Full time

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.

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