Application Support Specialist

3 days ago

Kuala Lumpur, Malaysia Kofax Full time

The Technical Support Specialist is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Technical Support Specialist you will be providing telephone and/or Web based support for Kofax products.

Key Responsibilities:

- Provide prompt and accurate feedback to customers.
- Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.
- Mentor and provided advice to Associate Technical Support Specialist and other Technical Support Specialist as needed.
- Take issues elevated from Associate Technical Support Specialist as needed and directed by management.
- Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
- Use approved protocol to communicate with Development engineers on the analysis of software issues.
- Elevate hot fix requests to support managers for processing based on approved protocol.
- Participate in regular support team meetings.
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
- Prepare test systems for replication of user issues.

Required Experience
- A degree in computer science, computer information systems or related experience.
- A minimum of 2 to 5 years providing enterprise level technical support experience.
- Experience scripting in Visual Basic, Visual Basic.NET, and/or C#.NET
- Experience in Window and SQL Database experience
- Resourceful team player with strong interpersonal skills.
- Result-oriented with strong problem-solving skills

**Additional information (Please Read)**
- **Permanent 9pm to 6am (Mon to Fri)**:

- Work from home
- Support Kofax Total Management Solution

**_ Kofax, Inc. is an Equal Opportunity Employer, M/F/D/V_

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