Technical Escalation Lead

4 weeks ago

Petaling Jaya, Malaysia StoreHub Full time

Are you driven, results-oriented and a team player?

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we’re committed to bridging this gap and making technology accessible to all, regardless of their background. By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.

At StoreHub we model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.

If this is a journey you’d like to embark on, keep reading

**What you will do**:
**Team Management**:

- Overseeing Technical Escalation Specialist, including monitoring and reporting metrics such as productivity, response rate, and any metric that affects the service quality.
- Drive the operational plan, oversees day-to-day operation activities such as manpower deployment and contingency management.
- Mentor and coach team members on problem-solving techniques, best practices, and effective communication.

**Collaboration**:

- Work closely with Product Development, Quality Assurance, and other relevant teams to communicate technical issues, drive improvements, and facilitate knowledge transfer.
- Act as the focal point for technical escalations, collaborating with relevant teams, departments, and stakeholders to ensure prompt and effective issue resolution.
- Collaborate with the Success team to ensure a seamless transition from escalation to regular support, fostering a cohesive and holistic approach to customer engagement.

**Customer Advocacy**:

- Advocate for the customer's needs and ensure their concerns are addressed in a timely and effective manner, maintaining a strong focus on customer.
- Take ownership of customer issues and work tirelessly to ensure they are resolved to the customer's satisfaction. Collaborate with internal teams and stakeholders to remove roadblocks and expedite resolutions.

**Technical Knowledge**:

- Diagnose and troubleshoot technical issues, including POS hardware and software.
- Prioritize and triage escalated issues based on their urgency, impact, and severity.
- Recommend enhancements to improve systems performance.
- Identify trends and patterns in escalated issues to help implement proactive measures, process improvements, and system enhancements.
- Participate in post-incident reviews to identify areas of improvement and prevent future escalations.

**; Requirements: - How you will need to be**:

- Demonstrate a passion to serve by delivering an outstanding service in every interaction with our merchants and consumers.
- Strong interpersonal, communication, verbal and written skills.
- Demonstrate personal excellence and growth mindset.
- Have the ability and resilience to work in a fast paced and dynamic environment.
- Able to work in a virtual environment.
- Proactive in identifying gaps within internal processes and able to collaborate with internal teams to resolve it.
- Proven ability to work under pressure and independently with mínimal supervision.
- Preferably to have POS knowledge or background troubleshooting POS related hardware and software.
- Possess knowledge of IoE/IoT, managing Mikrotik product.

**BENEFITS**:
**What makes working at StoreHub awesome (and refreshing)**:

- Our people - for real Hubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
- Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home.
- Cutting edge tools. If something can be automated, we’ll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
- Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
- It’s the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There’s no reward for long hours with poor results and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk ab

  • Technical Escalation Lead

    2 weeks ago

    Subang Jaya, Selangor, Malaysia StoreHub Full time

    Are you driven, results-oriented and a team player?With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's...

  • Technical Lead

    4 weeks ago

    Petaling Jaya, Malaysia Elabram Full time

    Job Description SPOC, lead, drive, coordinate with all downstream integration points within IT DevOps providing technical support to the project team, end to end service. Handle project Service Requests and 3rd party management including SR for configuration changes and Vulnerability & Security Patch. SPOC for IT DevOps interfacing with PMO and Business...

  • Technical Lead

    4 weeks ago

    Petaling Jaya, Malaysia Hokenso Sdn Bhd Full time

    Responsibilities: - You will work closely with the functional and technical team to deliver new features and product management of innovative insurance solutions. - Design, develop, release and maintain new functionality of an insurtech platform. - Conduct mobile / front-end frameworks and library upgrade to optimize the value of product and sustainability....

  • Technical Lead

    1 week ago

    Petaling Jaya, Malaysia TribeHired.com Full time

    **Hybrid working arrangement - Monday, Tuesday, Wednesday (work from office) and Thursday, Friday (work from home) - work timings: 9am - 6pm (flexible) - Take ownership of Laravel Development projects from conception to delivery, and ability to thrive in fast-paced environments and excel under tight deadlines, consistently delivering high-quality results. -...

  • Technical Lead

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Hiredly X Full time

    This job is for leading Laravel development projects and providing technical leadership to a team. You might like this job because it offers the opportunity to thrive in a fast-paced environment and contribute to the development of high-quality web applications.Ara DamansaraFull-TimeJob Description Lead Laravel Development projects from inception to...

  • Technical Lead

    4 weeks ago

    Subang Jaya, Malaysia IT Business Solutions Sdn Bhd Full time

    **Position: Technical Lead** **Headcount: 2** **Contract Duration: 12 months** **Work Location: CD Hub, Subang Jaya** **Experience: 10+ years** **Budget: 8k to 12k** **Mandatory Requirements**: **Role Purpose** **Principle Accountabilities** - SPOC, lead, drive, coordinate with all downstream integration points within IT DevOps providing technical...

  • Technical Lead

    2 weeks ago

    Subang Jaya, Selangor, Malaysia ISATEC Sdn. Bhd. Full time

    This job is for a Technical Lead with responsibilities like leading and mentoring team members, designing robust solutions, and staying updated on emerging technologies. You might like this job because it offers opportunities to lead and mentor while staying ahead in technology trends.Full-TimeJob DescriptionExperienceLeading and mentoring team members in...

  • Technical Lead

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Elabram Full time

    Job DescriptionSPOC, lead, drive, coordinate with all downstream integration points within IT DevOps providing technical support to the project team, end to end service.Handle project Service Requests and 3rd party management including SR for configuration changes and Vulnerability & Security Patch.SPOC for IT DevOps interfacing with PMO and Business...

  • Technical Support Assistant Team Lead

    2 weeks ago

    Petaling Jaya, Malaysia MCC SHARED SERVICE CENTRE SDN BHD Full time

    Job Highlights: 1) Hybrid Work Environment 2) Free Parking 3) Conducive Working Environment Job Description: Overview The Technical Support Assistant Team Lead for Concur and DocuSign is an important member of the Operational Support Dept. Supporting travel expense management, compliance, governance, automation of signature approvals, process improvements,...

  • Technical Lead

    2 weeks ago

    Subang Jaya, Selangor, Malaysia IT Business Solutions Sdn Bhd Full time

    Position: Technical LeadHeadcount: 2Contract Duration: 12 monthsWork Location: CD Hub, Subang JayaExperience: 10+ yearsBudget: 8k to 12kMandatory Requirements:Role PurposePrinciple Accountabilities SPOC, lead, drive, coordinate with all downstream integration points within IT DevOps providing technical support to the project team, end to end service. Handle...

  • Roa Technical Segment Lead

    2 weeks ago

    Petaling Jaya, Malaysia PPG Industries Full time

    To build a team of formulators in delivering a complex portfolio of projects. Work with other departments to set agreed priorities and action plans that support the wider business objectives. As ROA customer development Segment leader, you will be critical to increase growth by ensuring that the Customer Development organization is aligned to support the...

  • Technical Lead

    2 weeks ago

    Subang Jaya, Selangor, Malaysia IT Consulting Company Full time

    The technical lead is responsible for the technical related planning and execution throughout the project lifecycle, including gathering and understanding business requirement, workshop planning, and working closely with project manager, and vendor to ensure business user requirements are met.Key Responsibilities: Conduct system wide requirement analysis by...

  • Technical Lead

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Hokenso Sdn Bhd Full time

    Responsibilities:You will work closely with the functional and technical team to deliver new features and product management of innovative insurance solutions. Design, develop, release and maintain new functionality of an insurtech platform. Conduct mobile / front-end frameworks and library upgrade to optimize the value of product and sustainability. Perform...

  • Technical Lead

    2 weeks ago

    Petaling Jaya, Malaysia Hitachi eBworx Sdn Bhd Full time

    Hitachi eBworx is a leading regional consulting and technology solutions firm, focused in delivering high performance solutions to the banking and insurance industry. Beginning in 1998 with a vision to be a leading global financial solutions provider, Hitachi eBworx is today present in 5 countries with over 800 staff. Through its regional offices, Hitachi...

  • IT Technical Call Center

    4 weeks ago

    Petaling Jaya, Malaysia ADB SAFEGATE Full time

    ADB SAFEGATE is a company that provides integrated solutions to airports, airlines, and ANSPs. We are proud to be leading the way with innovative and smart Airside 4.0 solutions that turn airports into smart airports, with the ultimate goal of enhancing the passenger experience. Solutions include airfield lighting, power and control systems, airport and...

  • Technical Assistant

    3 weeks ago

    Petaling Jaya, Malaysia Otis Full time

    Date Posted: 2024-05-13 Country: Malaysia **Location**: Otis Elevator Company (M) Sdn Bhd, 15-01 Menara Symphony, No 5, Jalan Semangat, Seksyen 13, 46200 Petaling Jaya, Selangor Darul Ehsan, Malaysia About Otis Join the Otis family where collaboration, innovation, and empowerment help each individual and the company reach new heights. At Otis, it’s our...

  • Technical Support Assistant Team Lead

    2 weeks ago

    Petaling Jaya, Malaysia Multi-Color Corporation Full time

    **Build your Career with an Industry Leader** **at our Shared Services Center in Malaysia.** **_ As a global leader in premium label solutions, our purpose is to deliver the world's best label solutions that help our customers build their brands, while adding value to our employees, our shareholders, and the communities in which we operate._** **_ If you...

  • Escalation Enterprise Tse

    3 weeks ago

    Petaling Jaya, Malaysia Infoblox Full time

    It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently...

  • Technical Service Specialist

    6 days ago

    Petaling Jaya, Malaysia Agensi Pekerjaan GMP (M) Sdn Bhd Full time

    **RESPONSIBILITIES: - ** - Actively encourage, support, and manage distributors' Kohler Technical Specialists (KTS) in providing after-sales service for Kohler products. - Provide technical advice on installation, operation, maintenance, and troubleshooting for Kohler products to consumers, developers, distributors, and Kohler China associates. - Inspect...

  • Technical Support Manager

    4 weeks ago

    Petaling Jaya, Malaysia Career Channel Executive Search Full time

    The Customer Support Manager is customer focused, technology savvy and forms part of our Global Customer Support team. The role requires strong communication skills, experience in providing customer support and strong technical skills, having aptitude to troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time. The...