L1 Production Support

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Anchanto Full time



NOTE:
This role will require you to work in Au NZ time zone

About Anchanto:


At Anchanto, our mission is to revolutionize eCommerce operations for businesses of all sizes by providing innovative and intelligent SaaS platforms.

We strive to simplify backend eCommerce processes, making them simpler, faster, and scalable.

Our vision is to transform the eCommerce landscape in the region and become the most customer-centric company in our domain.

We have a diverse and multicultural team that thrives on creativity and collaboration. At Anchanto, every team member enjoys the freedom and opportunities to realize and explore their full potential.

We take great pride in crafting excellent and robust products that can reshape how businesses approach eCommerce management.

Our focus is on delivering enchanting experiences to our customers as we work towards becoming the top customer-centric company in our industry.

Join us as we drive positive change and shape the future of eCommerce.

Position Overview:

Responsibilities:

  • Provide firstlevel technical support and troubleshooting for incidents reported by clients or identified through monitoring tools.
  • Respond promptly to client inquiries and ensure proper resolution of reported issues within defined SLAs.
  • Collaborate closely with L2 and L3 support teams to escalate complex issues that require further investigation or expertise.
  • Utilize the ServiceNow ticketing system to document, track, and manage incident reports, ensuring accurate and comprehensive information.
  • Monitor system alerts and notifications to proactively identify potential issues and address them before they impact clients.
  • Work in a fastpaced environment to prioritize and manage multiple tasks simultaneously.
  • Conduct root cause analysis for recurring issues and contribute to the development of longterm solutions.
  • Maintain accurate documentation of support procedures, troubleshooting steps, and best practices.
  • Assist in onboarding and training new team members, sharing insights and knowledge to enhance the team's capabilities.
  • Participate in an oncall rotation to provide afterhours support as needed.

Qualifications:

  • 4+ years of relevant experience in a clientfacing technical support role.
  • Strong familiarity with ServiceNow (SNOW) ticketing system and its functionalities.
  • Proficient in diagnosing and troubleshooting technical issues in a timely manner.
  • Excellent communication skills, with the ability to convey technical concepts to nontechnical clients.
  • Ability to work collaboratively in a team environment and effectively escalate issues as needed.
  • Proactive mindset with the ability to identify potential problems before they become major incidents.
  • Strong analytical and problemsolving skills to identify root causes and recommend effective solutions.
  • Willingness to work in a rotational oncall schedule to provide afterhours support when required.
  • Relevant certifications (e.g., ITIL, ServiceNow) will be a plus.
  • Bachelor's degree in computer science, Information Technology, or a related field is preferred.

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