Technical Support

2 weeks ago

Petaling Jaya, Malaysia Flowbird Malaysia Sdn Bhd Full time

Flowbird is a French-headquartered company specializing in payment and ticketing systems, notably for car parks and public transport systems. We are an undisputed world leader in urban mobility focused on smart parking management with 70% market share due to our 280 000 connected meters delivering value to more than 5 000 cities in all continents. The Group vision is “To be recognized by our Customers as the Leading Company providing Smart City Mobility Solutions through Digital Systems - Equipment’s & Services”. Our Malaysian office based in Damansara Petaling Jaya is our APAC head office and we are looking for:
**TECHNICAL SUPPORT**

This position will be based in our office at Petaling Jaya, Malaysia. The team is composed of 5 people who will have to handle all related questions and issues entering our scope. The scope includes the Technical Support to all the partners / customers managed within the APAC/MEA region.

The reporting will be directly to the Front Office Manager of our local unit support.

**Summary of Role**:

- Checks the compliance of the partners/customer’s request with Flowbird's contractual commitments (SLA Contracts, Maintenance Contracts, etc.)
- Is in charge of the Technical Level 1 support and must always stay up-to-date on Flowbird products and services installed base (includes Hardware, Software, Telecommunication, Banking, etc.)
- Must be autonomous and organized to provide to Level 2 a full and detailed analysis of the defect (i.e. adequate tools, scenario, picture, video, logs, etc.)
- Uses the corporate CRM tool (e.g. Salesforce) to track and manage all customer cases
- Proposes to partners/customers and lead trainings related to products and services delivered by Flowbird
- Provide local support for Project Managers / Service Delivery Manager when needed.

**Requirements**:

- Team player, willing to work in a small team and a multi-cultural environment.
- Extraordinary Customer Service and Relationship Management experience.
- IT Computer Studies / Computer Science background:

- Good knowledge in Tools: Excel, Word, PPT and Ticketing System (Salesforce) is a plus
- Knowledge in Databases & Scripting (XML / HTML / SQL) is a plus
- Knowledge in Telecom and Banking processes is a plus
- Experience in reading and understanding logs with good Analytical Skills
- Able to develop software tool (in Python) is a plus
- Open mind in technics (Mechanical / Electronic / IT Software & Network).
- Self-Confident, Self-Discipline & Able to work independently with minimum supervision.
- Immediate starter will be an advantage.
- Min 40 - Max 45 hours work per week.
- Opened to travel abroad (when necessary & pre-arrange).
- **Good attitude** (e.g. Good listener / follow instruction clearly / proactive / positive mindset).
- **Willing to learn, share knowledge, contribute ideas & a quick learner.**:

- **Must be able to speak and explain clearly in English.**:

- **Willing to accept challenges and work together to contribute in the process improvement.**:

- **Accept to work on Shift-hour rotation, including Public Holiday & Weekend, with appropriate wages.**

**Other Benefits**:

- Full Time job occupancy
- EPF & SOCSO contribution
- Annual Leave is 20 days per annum (after 1 year service)
- Sick Leave is 14 days per annum
- Working on Public Holiday will entitled for Two times the Daily Rate
- Shift Allowance
- Insurance Coverage (Hospitalization & Panel GP)
- Smartphone & Parking provided by the company
- Hybrid Work Environment / work remotely is allowed
- Training Opportunities
- Gym membership fees Allowance

Pay: RM4,000.00 - RM5,500.00 per month

**Benefits**:

- Cell phone reimbursement
- Free parking
- Health insurance

Schedule:

- Rotational shift

Application Question(s):

- Are you willing to work on Shift-hour rotation (8-9 hours per shift with 2 off days per week), including Public Holiday & Weekend, with appropriate wages?

**Education**:

- Diploma/Advanced Diploma (required)

**Experience**:

- Technical Support: 2 years (preferred)
- Customer service: 2 years (preferred)

**Language**:

- English (required)

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