Support Specialist

6 months ago

Kuala Lumpur, Malaysia Vista Group Full time

As a Tier 2 Support Specialist your mission is to become an expert in Vista Group software, playing a key role in customer service and technical support.

This is a fast-paced role where you will prioritize multiple tasks, troubleshoot effectively, and provide excellent communication to internal and external stakeholders.

Your key to success in this role is to:
**_ Be fearless_** - in tackling problems that are outside of your comfort zone, relying on your inquisitive mind to dig around the product to find out what’s going on.

**_ Be a big picture thinker_**:

- this role is not just about solving issues raised by our customers - we want to highlight recurring patterns and trends.

**_ Take pride in your work_**:

- at Vista we don’t cut corners. You will understand that every interaction with our customers should help to build their trust in Vista’s ability to deliver top-of-class products and services.

**_ Love engaging with a wide variety of people_**:

- requiring conversations between our Services team, Regional teams and clients to solve a problem.

**About the role**
- Investigate, track, find solutions, and resolve support issues and questions
- Test solutions before deploying to production, understand program code and error logs, and log software bugs, in collaboration with clients, team members, vendors, and third parties around the world in various roles
- Install and configure Vista Group software remotely and onsite, as part of troubleshooting, resolving issues or onboarding, as needed
- Perform cross-regional and cross-departmental tasks and initiatives as assigned either on an ad-hoc, temporary basis, or as part of a more formal rotation program
- Become knowledgeable of Vista Group software and the cinema industry to effectively serve clients
- Upskill and train clients, team members, vendors, and third parties via various methods such as creating documentation and hosting training sessions
- Build strong relationships with clients and team members
- Be available on rotation with a cell phone for urgent after-hours support issues
- Travel domestically and internationally on occasion

**About Vista**

Vista is a world-leading company that makes software for the cinema industry. Started in Auckland, New Zealand, over 25 years ago, we now serve cinemas, film distributors, and moviegoers worldwide.

Our HQ is in the City Works Depot in Auckland. We have offices and subsidiary companies in Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. We use the latest technologies and offer a fun, agile and collaborative environment. We continue to innovate and build our reputation as one of the best Kiwi tech companies to work for.

**Requirements**:
**You'll need**:

- Specific knowledge of SQL Server, Visual Basic,.NET, cloud technologies, and networking
- Excellent problem-solving and analytical skills, verbal and written communication, and organizational skills with meticulous attention to detail
- Excellent written and verbal communication skills in English
- Proven ability to remain composed under pressure, use independent discretion and judgment to assess situations, and respond appropriately
- A commitment to excellent customer service and dedication to creating great outcomes and working relationships
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc...)
- Current valid passport or able to obtain one promptly if required
- Undergraduate degree or certifications in related technical area would be preferred

**Skills, Knowledge, Abilities and Personal Attributes**:

- You are a **strong team player** who creates value and builds trust through your contribution and your genuine care in doing your best for your team.
- You are an **effective communicator **who builds trust through your open, honest and constructive communication style.
- You constantly improve the way we work and create value by **challenging the status quo.**:

- You **take action** and create value though intelligent risks and prioritising what’s most important for Vista Group
- You **create value** by believing in the magic of cinema and seeking to understand the bigger picture of the wider business and industry, to better contribute towards the success of Vista Group

**_You must have the right to live and work in Kuala Lumpur, without the need for employer sponsorship, to be considered for this position._**

**Benefits**

You will be supported to continually learn and improve your tech skills, share knowledge and ideas in the team, and be part of a dynamic and open culture.

We have a range of benefits that include:

- Excellent work/life balance including a 4 ½ day working week
- Hybrid working (home and office based split, requiring regular weekly attendance in the Kuala Lumpur office)
- Medical and Life insurance
- Volunteer day and wellness benefits
- Strong mentoring & career development focus
- Fun team events including the Vista Innovation Cup

If y

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