Application Support Manager

4 days ago

Bangsar South, Malaysia Agensi Pekerjaan Career Channel Sdn Bhd Full time

Line management of Support Team in Kuala Lumpur, managing their knowledge, performance and development.
- Recruit, train and develop new team members, and provide continuous on-the-job training, mentoring of team members
- Monitor the ongoing operation of the support team and ensure adherence to process and quality measures.
- Accountable for the team achievement of SLA targets, Customer Satisfaction, and other operational metrics.
- Responsibility of improvement Efficiency and Effectiveness included automation and reducing a cost per ticket
- Strategic communications included system health and support stats, sharing department news
- Works with Regional Support Managers to develop and implement support processes, procedures and metrics according to business needs and best practice
- Responsibility as point of escalation for complex customer support matters, while keeping the Customer at the forefront of all requests and advocate for the Customer’s needs at all times
- Thorough understanding of the organization's technology and ability to effectively troubleshoot, escalate issues and manage outages announcements
- Accountable for monitoring, reporting & follow up on reoccurring issues to ensure the source cause is resolved
- Coordinate closely with other support managers globally on rota management and process alignment.
- Proactively creates suggestions on improvements and processes for the team and improve the customer experience, and act as voice of the customer.
- Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
- Works effectively in partnership with local management
- Occasionally required to work after regular hours and or specific shifts, in line with the global business needs

**Ideal Skills**:

- 5+ years of experience in managing Customer Support team of no less than 10 agents for a technology company
- Technical background with 5+ years of experience in Application Support area with 2 - 3 years of managerial experience.
- Experience enforcing, monitoring and reporting on support
- Truly passionate about people. Mentoring and developing their skills and knowledge and fosters a strong, positive culture that promotes ethical practices and is values based
- Self-motivated, and excellent communicator, who opens channels of communication across the business.
- Resourceful and a great problem solver, with ability to quickly acquire detailed technical knowledge of organization's technology
- Fluent in English language both written and spoken

**Job Types**: Full-time, Permanent

Pay: RM11,000.00 - RM16,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Dental insurance
- Free parking
- Health insurance
- Meal allowance
- Opportunities for promotion
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

**Experience**:

- Application Support: 5 years (preferred)
- Support Manager: 3 years (preferred)
- Shell Scripting: 3 years (preferred)

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