Application Support
7 months ago
Role & Responsibilities:
- Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times. Advocate for Customer Success
- Own and track tickets within SLAs
- 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
- Improve, manage and update Knowledgebase
- Be a part of a scheduled shift rotation
- Assignments as required and relevant by Management
- Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs
Competences/Requirements:
- Language: English and Chinese language. Good interpersonal skills required.
- Application trouble shooting through scripting language
- Experience in using JIRA to ticket issues and manage team communication (Training provided)
- Can work in flexible hours and shift work
Pay: RM4,000.00 - RM7,056.50 per month
Ability to commute/relocate:
- Mont Kiara: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Willing to work in shift role?
**Experience**:
- Application Support: 2 years (preferred)
- Jira: 2 years (preferred)
- Active Directory: 2 years (preferred)
**Language**:
- Mandarin (preferred)
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