Service Operation Lead

**Requirements & Qualification**
- Bachelor's degree in computer science, information technology, engineering, business, IT support or a related field.
- Possess a professional certificate is desirable (e.g CCSM, CCXP,CSM,CCCM,CMQ/OE.CCSP,CPCS,CSS)

8 years of total work experience and at least 5 years in technical operations, system administration, or a related field.
- Previous experience in a leadership or management role in managing customer support teams and delivering exceptional client assistance.
- Proficiency in relevant technologies and systems used in the fuel retail software industry.
- Strong knowledge of cloud computing platforms (e.g., AWS, Azure) and DevOps practices.
- Strong customer service skills with a focus on promptly addressing inquiries, concerns, and requests.
- Ability to ensure client contentment through efficient issue resolution and clear communication.
- Experience in adhering to service level agreements (SLAs) to consistently meet and surpass client expectations.
- Demonstrated ability to lead and mentor customer support teams, including Tier 1 and Tier 2 Support personnel.
- Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.
- Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.
- Experience in developing and implementing strategies to streamline support processes, enhance efficiency, and reduce response times.
- Ability to monitor and control expenditures to ensure the unit operates within budgetary constraints and allocate resources effectively.
- Experience in overseeing training and development initiatives for support personnel to ensure they have the necessary skills and knowledge.
- Excellent written and verbal communication skills to effectively communicate with team members, clients, dealers, and vendors.
- Proficiency in serving as a point of escalation for complex client issues and collaborating with Tier 2 Support to address escalated technical problems.
- Analytical skills to prepare and present reports on key performance indicators, unit progress, and activities.

**Responsibilities**
- Establish the department's intellectual property which encompass methodologies, best practices, technical know-how, knowledge base, processes, and procedural frameworks, and to perform any other tasks as assigned by the middle management.
- Setting up KPI and Evaluation Standards for the team members.
- To assist the Heads of Departments in overseeing team members, ensuring departmental alignment with the organization's strategic goals, and prepare comprehensive reports when necessary.
- Adherence to all relevant laws, regulations, and compliance requirements, as well as managing the implementation of and adherence to the organization's/department information security policy and management system in all aspects of operations.
- Provide 1:1 coaching to team members if necessary.
- Serve as the first point of contact for client inquiries and support requests.
- Gather and document client issues, ensuring accurate and detailed information.
- Provide timely responses and resolutions for basic client issues and inquiries.
- Follow established support procedures and protocols.
- Create and maintain support tickets to track client interactions.
- Ensure that support tickets are accurate and up to date.
- Prioritize and categorize tickets to facilitate efficient issue resolution.
- Offer basic product information and guidance to clients.
- Assist clients with common troubleshooting steps.
- Direct clients to relevant resources, documentation, or Tier 2 Support when necessary.
- Communicate effectively with clients, ensuring a positive and professional experience.
- Follow up with clients to ensure issue resolution and satisfaction.
- Escalate complex issues to Tier 2 Support for further assistance.
- To perform any other task as assigned by the Middle Management.
- To be responsible for the SSB’s information security objectives and comply with all management system documentation and framework & regulatory requirements as listed in SSB-GDL-006 Framework and Regulatory Requirements.
- Responsible for serving on committees within the organization such as:

- Domestic Inquiry Committee
- Whistleblowing Committee
- Safety & Health Committee

Pay: RM6,000.00 - RM7,500.00 per month

Ability to commute/relocate:

- Bandar Baru Bangi: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- What is your expected salary?

**Experience**:

- Service Operations Lead: 8 years (preferred)