Software System Support Specialist

2 weeks ago

Johor Bahru, Johor, Malaysia Manja Technologies Full time 30,000 - 60,000 per year

Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives
  • Update our internal system with info about technical issue to get dev team address the issue if identify as tech issue.

Requirements and skills

  • We are looking for individuals that have an excellent command of spoken and written English.
  • Degree in Computer science, information technology, or similar degree preferred
  • Possess 1 – 2 years technical helpdesk experience – experience with Jira ticketing is a plus
  • Have knowledge of software applications, debugging and programming
  • Excellent problem solving and follow up skills to ensure all tickets are closed in a timely manner.
  • Naturally curious: passionate about identification of root causes and solving problems at the root.
  • Excellent Organization and time management skills, analytical skills, attention to detail and accuracy.
  • Intermediate computer and Microsoft Excel skill
  • Ability to learn new systems quickly
  • Ability to translate customer issues into actions for the engineering and product teams, achieving positive customer results.
  • Ability to work in a highly dynamic environment and is open to change in responsibilities, workflows, as needed by the business.
  • Willing to work extra hours to support customer queries if required.

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