Software Support Officer

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Cultivar Asia Pte Ltd (EA License 19C9782) Full time

Our client is a well-established funnel marketing agency based in Hong Kong, serving a variety of local and global businesses. To support their growth, they are looking for a dedicated individual to join them as a Software Support Officer. This role will focus on managing the back-end of their SAAS software and providing top-notch support to end-users.

Key Responsibilities:

  • Back-End Management:
    • Ensure optimal performance of the SAAS software through monitoring and maintenance.
    • Handle regular system updates and maintenance tasks.
    • Troubleshoot and resolve technical issues related to the software.
    • Collaborate with the development team to address software bugs or enhancements.
  • End-User Support:
    • Offer prompt and efficient support to end-users via email, chat, and phone.
    • Assist users with software navigation, troubleshooting, and problem resolution.
    • Develop and update user guides, FAQs, and support documentation.
    • Conduct user training sessions as required.

Requirements:

  • Education & Experience:
    • Ideal candidate will have a degree in Information Technology, Computer Science, or a related field.
    • Previous experience in IT support or a similar role is a plus.
  • Technical Skills:
    • Basic understanding of programming and software development (no extensive coding needed).
    • Familiarity with SAAS platforms and back-end management.
    • Proficiency in using support ticketing systems and remote support tools.
  • Soft Skills:
    • Excellent English communication skills, both verbal and written.
    • Strong problem-solving skills and attention to detail.
    • Ability to work independently and manage time effectively in a remote environment.
    • Customer-centric mindset with a talent for handling challenging situations calmly and effectively.

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