IT Application Support
1 week ago
**Job Position: IT Application Support**
**Salary Up To RM8000**
**Location: Kuala Lumpur**
**Job Descriptions**:
- Ability to keep Customer at the forefront of all requests and advocate for the Customers needs at all times. Advocate for Customer Success
- Own and track tickets within SLAs
- Identify, resolve or manage the resolution of system issues
- Familiarity with multichannel service delivery and communications to handle service requests
- Supports internal clients with system admin tasks and product knowledge expert advice.
- Seek more information, by asking the right questions to collect information to assist and resolve the issue
- Communicate to all levels to ensure clients and management are informed of issue status and updates.
- Manage escalation to 2nd Line
- Improve, manage and update Knowledgebase
- Application Support is a 24 hours/ 5 days / 365 day a week responsibility for customers from multiple regions.
- Be a part of a scheduled shift rotation
- Assignments as required and relevant by Management
- Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs
**Job Requirements**:
- 2+ year of experience in a relevant customer service or technical support position.
- Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.
- Basic troubleshooting knowledge of desktop support issues such as software installation, system configurations, networking etc.
- Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous.
- Fluent in the English & Mandarin languages, both written and spoken
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