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Application Support Specialist

2 weeks ago

Damansara, Malaysia Eurasian Consultancy Full time

**Position** : Application Support Shift Agent

**Salary** : RM 3,000 - RM 4,500

**Location** : Imazium, Uptown Damansara

**Working Hours** : 6.00pm - 6.00am (Night Shift, On-site)

**Working Schedule** : 4 days of work followed by 4 days off (Including weekends and public holidays)

**Remark**: Training will be provided and take place during **normal working hours** in the **first month**, followed by a transition to **shift work** starting in **second month**.

**Job summary**

**Responsibility**
- Create, track, and update support tickets within the system to document issues, solutions, and user interactions.
- Perform basic troubleshooting and resolve common technical issues.
- Escalate complex or unresolved issues to Team Leader, following the appropriate escalation procedures.
- Ensure a smooth handover of ongoing issues or tasks for the next shift, including detailed documentation of the status of open tickets.
- Contribute to and maintain a knowledge base with solutions for frequently encountered issues.
- Provide excellent customer service by keeping users informed of the status of their requests, troubleshooting steps, and resolution timelines.
- Adhere to all operational processes, including service level agreements (SLAs), security guidelines, and internal documentation standards.
- Track, follow-up and resolve any outstanding customer issues.
- Perform any ad-hoc tasks assigned by management as needed

**Requirement**
- At least 1 year of working experiences in the related field.
- Good command in written and spoken English.
- Good in SQL command and networking tools.
- Ability to multitask, fast learner and able to set priorities to complete work within deadlines.
- A service-oriented mindset, with a dedication to providing positive user experiences.

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

Pay: RM3,000.00 - RM4,500.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental Pay:

- Attendance bonus
- Performance bonus
- Yearly bonus

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- SQL: 1 year (preferred)

Work Location: In person