Advanced Support Engineer Team Lead

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Cyber Crime Full time
Job Description:

We are seeking a highly skilled and experienced Advanced Support Engineer Team Lead to join our rapidly growing cyber security team. As an ASE Team Lead, you will be responsible for overseeing the daily operations of our advanced support engineers, handling escalations, and ensuring that all customer inquiries and issues are resolved in a prompt and professional manner.

About Us:

Cyber Crime is a leading provider of cyber security solutions to businesses and individuals around the world. We have a strong commitment to innovation, quality, and customer satisfaction, and we are constantly looking for talented individuals to join our team.

Responsibilities:

  • Oversee the day-to-day operations of the ASE team, including ticket assignments, resource allocation, and SLA monitoring.
  • Manage ASE call queue coverage, availability, and ad-hoc resources for waiting calls.
  • Coordinate with the Customer Service team to arrange resources to assist AS customers and call-back assignment.
  • Deliver high-quality customer support as a senior member of the team, driving customer satisfaction through effective issue resolution.
  • Act as a mentor and provide guidance to the ASE team on technical escalations, Enhanced Technology ticket trends, and upskilling programs.

Requirements:

  • 6-7 years of experience in a technical support role, preferably in the cyber security industry.
  • Proven leadership skills and people management, with a strong track record of managing customer-focused teams.
  • Strong troubleshooting and problem-solving skills, with the ability to work under pressure and meet deadlines.
  • Effective communication and customer handling skills, with the ability to write clearly and respond well to questions.

Benefits:

  • A competitive salary and benefits package.
  • The opportunity to work with a leading cyber security company.
  • Ongoing training and development opportunities.


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