IT Operations Specialist

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia BASSnet Full time

BASSnet is a leading provider of IT services and consulting, dedicated to delivering tailored solutions to the maritime industry.

Job Description

We are seeking a highly skilled Support Lead to join our team. As a key member of our support function, you will be responsible for leading, coaching, and monitoring the performance of our support team, ensuring that all support SLAs and KPIs are met.

The ideal candidate will have a strong passion for customer support, with global customer support experience and excellent analytical, problem-solving, and conceptual skills. They will also possess excellent communication skills, both written and verbal, and be able to express complex technical concepts in business terms.

We offer a stimulating and rewarding work environment with opportunities for growth and development. If you are a self-driven individual with a strong track record in customer service and support, we encourage you to apply.

Main Responsibilities:

  • Lead, coach, and monitor the performance of the support team
  • Ensure that all support SLAs and KPIs are met
  • Develop and implement process improvements to enhance support efficiency and effectiveness
  • Maintain relationships with customers and stakeholders

Requirements:

  • Degree in Information Technology, Computer Science/Engineering or equivalent
  • At least 7 years' experience in customer service and support, particularly team lead role or a minimum 10 years' experience in a Level 2 application support role
  • Experience in supporting SaaS solution customers with focus on ERP systems
  • Knowledge of MS SQL Server and T-SQL
  • Maritime industry knowledge is an advantage


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