Technical Support Executive

2 weeks ago

Kuala Lumpur, Malaysia NEXUS FINTRADE LIMITED Full time

**Position Objective**:
The objective of the Technical Support Executive position at Nexus Fintrade Limited is to provide exemplary technical assistance and support to both our clients and internal teams, ensuring the seamless operation of our proprietary software and platforms. As a member of our dynamic team, your goal is to deliver prompt and proficient first-level technical support, effectively diagnose and resolve issues, and contribute to the overall satisfaction of our clients within the money broking industry in Malaysia. Additionally, you will play a vital role in documenting support interactions, collaborating with senior technical support staff to address complex issues, and actively participating in the continuous improvement of our products and services based on client feedback. Through your dedication and expertise, you will contribute significantly to upholding our commitment to excellence and driving the success of Nexus Fintrade Limited in the ever-evolving landscape of financial technology.

**Purpose**:

- Diagnose and resolve technical issues related to our software and platforms, minimizing disruptions to client operations.
- Assist clients with software installations, configurations, and updates to ensure optimal performance.
- Collaborate with senior technical support staff to escalate and address complex issues in a timely manner.
- Document support interactions accurately and maintain records of client communications and technical solutions.
- Conduct user training sessions and develop instructional materials to enhance client understanding of our products.
- Liaise with internal development and quality assurance teams to report bugs and suggest product improvements based on client feedback.
- Stay updated on industry trends and emerging technologies to provide proactive support and recommend innovative solutions.
- Act as the frontline support for clients, ensuring their technical needs are met promptly and effectively.
- Utilize problem-solving skills to troubleshoot technical issues and provide sustainable solutions.
- Facilitate smooth communication and collaboration between clients and internal teams to ensure issues are addressed efficiently.
- Demonstrate a proactive approach to support by staying informed about industry developments and recommending improvements to enhance client satisfaction.
- Play a pivotal role in maintaining the reputation of Nexus Fintrade Limited by delivering exceptional technical support and contributing to the continual improvement of our products and services.

**Engagement**:

- Collaborate effectively with senior technical support staff to escalate and address complex client issues.
- Participate in team meetings to discuss ongoing support initiatives and share insights on client interactions.
- Provide regular updates on client feedback and technical issues to relevant internal stakeholders.
- Communicate effectively with the development and quality assurance teams to report software bugs and suggest improvements.
- Engage in knowledge-sharing sessions to enhance technical expertise and keep abreast of internal developments.
- Ensure clear and concise communication with clients regarding software installations, configurations, and updates.
- Conduct user training sessions with clients to improve their understanding and proficiency in using our products.
- Serve as a liaison between clients and internal teams, conveying client feedback and technical requirements accurately.
- Provide proactive communication to clients regarding any anticipated disruptions or maintenance activities that may affect their operations.

**Delivery**:

- Prioritize and manage incoming client inquiries and technical issues efficiently to ensure prompt resolution.
- Adhere to established service level agreements (SLAs) and response times for addressing client queries and technical support requests.
- Utilize time management techniques to allocate sufficient time for each task, balancing responsiveness with thoroughness in troubleshooting and issue resolution.
- Proactively communicate with clients regarding expected response times and updates on the progress of issue resolution to manage their expectations effectively.
- Maintain a high standard of technical expertise and proficiency in diagnosing and resolving client issues accurately and effectively.
- Conduct thorough troubleshooting and root cause analysis to ensure that issues are resolved comprehensively and prevent recurrence.
- Adhere to best practices and guidelines in providing technical support, ensuring consistency and quality in interactions with clients.
- Continuously seek feedback from clients and incorporate suggestions for improvement to enhance the quality of technical support services provided.

**Salary**: RM3,500.00 - RM4,500.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month s

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