Platform Support Specialist

3 weeks ago

Kuala Lumpur, Malaysia ZALORA SOUTH EAST ASIA PTE LTD Full time

We are looking to fill the** Platform Support Specialist (Software Support) **position in our Product Management Team, located in Kuala Lumpur, Malaysia. You will work hand in hand with the Product Support Team, Technology Team, Commercial, and Operations Teams in the APAC region to help the company achieve operational excellence.

**Key Responsibilities**:

- ** Product Support**:

- Assess and triage incoming requests. i.e: Access management requests, change requests, incidents, bugs or systems issues.
- Lead and drive the **RCA** (Root Cause Analysis report), when it comes to major incidents on behalf of the product support team.
- Lead the **One Stop Solution** tech support domain - By tracking, responding, resolving and reporting issues to the Operation team and to the developers, for both internal and external parties.
- Ensure that support requests are handled (respond, escalate & resolve) within the agreed-upon Service Level Agreements (SLAs).
- Provide accurate information, assistance and set an expectation to the requester in product-related queries and problems.
- Alert and highlight to the stakeholders for any foreseen impacts when it comes to product issues/incidents.
- Collaborate with the team to meet and exceed performance targets.
- Work collaboratively with the Product Support Manager and fellow team members to achieve team goals, KPIs and objectives.
- ** Service Management - Application**:

- Configure, deploy and maintain Freshdesk (ITSM) & PagerDuty according to the business requirements.
- Design the flow of ITSM support, with the collaboration of other stakeholders for the company-wide usage.
- Fully utilized the technology within or associated with ITSM. (API, webhooks, automations, Statusportal).
- Build and produce accurate records of customer interactions and support activities. within Freshdesk to the stakeholders.
- Support as and when required for any changes, integration, and migration.
- ** Process Adherence**:

- Follow established support processes and procedures to deliver consistent and high-quality service.
- Escalate complex issues to the Product Support Manager or other stakeholders as needed, following established escalation guidelines.
- Help to elevate processes which will help to make every part of the support Process more efficient, faster and accurate.
- Educating and helping requesters by providing concise and quality information.
- ** Documentation & Continuous Learning**:

- Documentation - Build, sort and centralize the technical and non-technical writing on “how-to” resolve/troubleshoot, or system changes, for all product support domains.
- Stay up-to-date on product knowledge, policies, and procedures to provide well-informed support.
- Participate in ongoing training and development opportunities.
- ** Customer Advocacy**:

- Advocate for the customer's needs within the organization, providing valuable feedback to help improve our products and services.
- Bridge the gap between the internal and external parties, technically or business related matters.
- Build and lead the Net Promoter Survey (NPS) for continuous improvement for the product support team.
- ** Mindset and Attitude**:

- A friendly and approachable attitude, committed to fostering a positive work environment.
- A strong drive for excellence, always striving to deliver the highest level of service.
- A continuous learning mindset, open to new challenges, and ready to acquire new skills.
- Receptive to feedback and proactive in implementing it to enhance performance.

**Experience, Skills & Qualifications**:

- Minimum of **5 years** working experience as an **Application support**.
- Has working experience as an IT intermediator/ IT collaborators, in between the operation teams, stakeholders and the developers.
- Well versed in converting technical into the non-technical jargons, for the mass audience.
- Well versed in system development - i.e: Identifying bugs, product enhancements flow, app patches, version changes or app enrolment.
- Skilled in incident triage, preparing incidents for Engineering intervention, or independently making configuration changes as necessary.
- Understanding of IT system architecture and the ability to assess and diagnose issues that may spread across a wide net of systems is a must.
- Proficient in **logical thinking,** with the ability to understand system relations, process flows, and cause-and-effect relationships between systems.
- Strong** analytical and problem solving skills**, capable of critically evaluating situations and making data-driven decisions.
- Caring for **Process and Execution Excellence** - always finding ways to improve processes to work smarter not harder.
- A proactive and hands-on approach to managing and resolving complex issues.
- Effective communication and presentation skills.
- Self-motivated and adaptable, with a willingness to thrive in our agile environment and embrace our company culture.

**Wonder how it's like to build y

  • P2p Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia Informa Global Support Full time

    **Company Description** Informa is a leading business intelligence, events, and academic publishing business operating in the Knowledge and Information Economy. We are listed on the London Stock Exchange and a member of the FTSE 100. We operate in more than 30 countries and employ over 11,000 people globally. Informa's leading brands and expert teams create...

  • Technical Support Specialist

    3 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Qashier Full time

    About The Job Technical Support SpecialistWant to be part of the fastest growing startup that is at the intersection of Retail, Fintech and Data?Qashier is looking for an amazing Technical Support Specialist to support our growthWe are looking for passionate individuals that can assist in the setup and onboarding of our merchants, provide efficient order...

  • Technical Support Center Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia BD Full time

    **Job Description Summary**: This position is responsible for providing technical support to internal and external customers resolving Technical incidence and answer questions regarding proprietary software and hardware. The person in this role will play a key role in managing, resolving, and facilitating resolution for BD automated dispensing Platforms...

  • Operations Support

    5 days ago

    Kuala Lumpur, Malaysia ENERGY PLATFORM SDN BHD Full time

    To deliver and collect documents - To handle operations matters - To handle stocks and reports - To be on standby as and when required Energy Platform Sdn Bhd (EP) was established 2007. The company's focus in our humble beginning is to provide high-quality Ship Brokering and Chartering services to all clients. As EP progresses over the years, it...

  • Technical Support Center Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia BD Full time

    **Job Description Summary**: This position is responsible for providing technical support to internal and external customers resolving Technical incidence and answer questions regarding proprietary software and hardware. The person in this role will play a key role in managing, resolving, and facilitating resolution for BD automated dispensing Platforms...

  • Sre Specialist, Tech Support

    7 days ago

    Kuala Lumpur, Malaysia LMA Asia Full time

    **Sector**: LMA Asia Technology **Contact**: Febrianto **Client**: LMA **Location**: Kuala Lumpur **Salary**: RM13000.00 - RM17000.00 per month **Expiry Date**: 02 October 2023 **Job Ref**: BBBH425474_1691031765 **SRE Specialist - Tech Support** - Application Production support responsibilities and stability as part of SRE. - Responsible for change...

  • Virtual Operations Support Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia WEBHELP Full time

    **Short Role Description**: The Marketo Specialist will be responsible for supporting the marketing efforts of our client, utilizing Marketo as the marketing automation platform. The incubent will work closely with our client’s marketing team, and help implement marketing automation campaigns to achieve business goals. This position has a technical...

  • Technical Support Center Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia BD Philippines Full time

    **Be part of something bigger at BD.** Here, you’ll help us share our innovative solutions with more clinics, physicians, pharmacies and medical entities which will in turn benefit the health and well-being of people and patients all over the nation. It’s an exciting, challenging and rewarding role, but you’ll be working from a place of strength thanks...

  • Technical Sales Support Specialist

    4 days ago

    Kuala Lumpur, Malaysia Armiena Group Sdn. Bhd. Full time

    Technical Sales Support Specialist Provides technical advice to the sales force to resolve product or service requests regarding engineering, technical or scientific issues.Provides troubleshooting assistance for customer orders and account statuses. Being a Technical Sales Support Specialist IIProvides documentation on product specifications and usage to...

  • Technical Support Center Specialist

    7 days ago

    Kuala Lumpur, Malaysia BD Full time

    **Job Description Summary**: - We are **the makers of possible** BD is one of the largest global medical technology companies in the world. _Advancing the world of health_ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech...

  • Korean Language Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia MOVING WALLS PTE. LTD. Full time

    Job Description: We are seeking a talented individual fluent in Korean to join our team as a Korean Language Specialist. As a Korean Language Specialist, you will be responsible for various tasks requiring proficiency in the Korean language, including translation, interpretation, content localization, Platform support. You will work closely with...

  • Power Platform Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia CFB BOTS PTE LTD Full time

    Roles & Responsibilities We are looking for like-minded enthusiast to join us as Power Platform Developer. Based in Malaysia, you will play a key role in helping customers to unleash the full potential of human workforce and drive productivity through the building and implementation of innovative solutions. In return, you will achieve a high sense of job...

  • Application Support Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia GENO Management Full time

    Position : Application Support Specialist Salary : RM 2,500 - RM 5,000 Location : Kepong, KL Working Days / Time : 8.30am - 5.30pm / Mon - Fri Job summary Responsibility - Required to do onsite installation from hardware to systems especially new users. - Perform onsite training to users and presentation to new and existing users on product features. -...

  • IT Consultant Power Platform

    4 weeks ago

    Kuala Lumpur, Malaysia Oxydata Software Full time

    About the job IT Consultant Power Platform **IT Consultant Power Platform** **About the Job**: The IT Consultant, Power Platform role will be part of a dynamic team of consultants and Functional Lead, requiring a focus on delivering automation projects, support and providing solutions. **RESPONSIBILITIES**: - Translate the customer's business...

  • IT Consultant Power Platform

    4 weeks ago

    Kuala Lumpur, Malaysia Oxydata Software Full time

    IT Consultant Power Platform **About the Job**: The IT Consultant, Power Platform role will be part of a dynamic team of consultants and Functional Lead, requiring a focus on delivering automation projects, support and providing solutions. **RESPONSIBILITIES**: Translate the customer's business requirements to define Power Platform solution and...

  • IT Specialist

    18 hours ago

    Kuala Lumpur, Malaysia Propitious Technologies (M) Sdn. Bhd. Full time

    Description: POSITION OVERVIEW : IT Specialist (Debt Manager and Auto Dialer SG and MY) POSITION GENERAL DUTIES AND TASKS: Requirement: Application Technical Support on Java,.Net and MSSQL Database. Platform Knowledge on Windows, Linux, JBoss & Apache Tomcat web deployments. Hands-on experience on Windows and Unix scripting, MS-DOS working experience and...

  • Platform Product Manager

    18 hours ago

    Kuala Lumpur, Malaysia Big Corridor Sdn Bhd Full time

    **Job Summary** The Platform Product Manager will be responsible for the end-to-end management of the suite of products on our platform, from launch to maturity. This role requires a blend of strategic thinking, market analysis, and hands-on execution to ensure our platform meets customer needs and achieves business goals. **Key Responsibilities** -...

  • Talent Acquisition Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia AYP Group Full time

    **Summary**: Are you a people person? AYP Group is currently seeking a Talent Acquisition Specialist to join the HR department to support the team and Talent Acquisition requests. This is where you also gain on-the-job experience and insight into the Recruitment function. We believe in empowerment and learning every day, throughout this contract term, you...

  • Support, Workflow

    6 days ago

    Kuala Lumpur, Malaysia Ekco Full time

    **About Us**: Ekco is on a journey to becoming a leading force in the Global tech landscape! We accelerate our customers digital ambitions security and intelligently through our focus on People Excellence, Customer Closeness, Speed of Execution, and Innovation & Thought leadership. We have over 900 highly talented and supportive colleagues (and counting)...

  • ERP Support Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia Tek Infotree Sdn Bhd Full time

    HIRING ERP SUPPORT SPECIALIST **LOCATION**: BANGSAR, KUALA LUMPUR OFFICE **JOB FUNCTION**: INFOTECH & DIGITALISATION LOCAL MALAYSIAN CITIZENS ONLY PERMANENT ROLE MAX SALARY BUDGET RM8,000 DUTIES AND RESPONSIBILITIES - Provide end-user support. - Serve as a coordinator between functional and third-party service providers. - Recommend ERP System...