Software Tech Support Specialist – Kuala Lumpur

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agoda Full time

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose - Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

The Opportunity:

If you are looking for a rewarding and exciting career in technical helpdesk, we want you We are currently looking to recruit Helpdesk Specialists to be based in our Malaysia office. This is a fantastic opportunity to develop your technical skills while working for a fast-paced company that invests in its employees.

Job Overview:

The Software Technical Support Specialist is a specialized role within our Operations team, which is responsible for troubleshooting technical issues, Jira tickets, and being the subject matter expert on processes.

In this Role, you'll get to:

  • Be the point of contact for agents for tech issues and process related questions within Agoda tools and internal tools.
  • Provides technical support to agents by researching and answering questions, troubleshooting.
  • Conducts research into unknown technical problems, keeps track of tickets to ensure completeness and highest integrity and quality.
  • Perform deep dives on help desk reporting data in order to identify areas of improvement.
  • Prepare reports as necessary or slides as necessary.
  • Share and seek out best practices and knowledge.
  • Accountable for meeting individual KPIs and team goals and following procedures.
  • Increase operational efficiencies within the team, and improve interdepartmental workflows.
  • Follow up on open tickets and influence tech teams for prioritization. Ability to push for fixes or escalate issues as needed is imperative. Excellent follow up skills to ensure that all tickets are closed in a timely manner.
  • Training other staff members on troubleshooting and diagnosing problems.
  • To work with internal tools (ie. El Jefe, Datadog, Preset, Superset).
  • Writing, editing, Help desk training material for new and updated processes.

What you'll Need to Succeed:

  • We are looking for individuals that have an excellent command of spoken and written English.
  • Degree in Computer science, information technology, or similar degree preferred
  • Possess 1 - 2 years technical helpdesk experience - experience with Jira ticketing is a plus
  • Have knowledge of software applications, debugging and programming
  • Excellent problem solving and follow up skills to ensure all tickets are closed in a timely manner.
  • Naturally curious: passionate about identification of root causes and solving problems at the root.
  • Experience using SQL and building reports to influence prioritization of technology resources.
  • Excellent Organization and time management skills, analytical skills, attention to detail and accuracy
  • Intermediate computer and Microsoft Excel skill
  • Ability to learn new systems quickly
  • Ability to translate customer issues into actions for the engineering and product teams, achieving positive customer results.
  • Ability to work in a highly dynamic environment and is open to change in responsibilities, workflows, as needed by the business.
  • Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels.

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

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