Application Support L2

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan RF HR Solutions Sdn Bhd Full time 72,000 - 84,000 per year

Position Title: Technical Support Expert – L2 (App Support)

Reporting to : Technical Support Manager

Location: GTOWER, KLCC

Team : Technical Support (APAC, ANZ, EMEA and US support)

Our client: IT solutions Provider, MNC with presence in over 116 countries

Responsibilities:

  • Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
  • Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
  • Identify, resolve or manage the resolution of system issues
  • Troubleshoot platform issue raised by clients or internal users and escalate to the next level if can't be solved beyond the expertise
  • Communicate to other department and teams keeping stakeholders and management informed
  • Updating and managing Knowledge base
  • Manage escalation process of issues from L1
  • Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations
  • Own and track tasks within SLAs

Ideal Candidate:

  • Excellent communication skills and have handled global clients before.
  • 3-5 years of experience in application support
  • Has exposure to ticketing tools.
  • Troubleshooting via logs, experience in FTP
  • knowledge on scripting and Unix/Linux
  • Experience in AWS will be good, but not compulsory
  • willing to work under shift (9pm – 6am US, 2pm – 11pm EMEA, 7am – 4pm APAC, 4am – 1pm ANZ)

Job Type: Full-time

Pay: RM6, RM7,000.00 per month

Application Question(s):

  • Are you willing to work under shift? Y/N?

Experience:

  • Global client support : 2 years (Required)

Work Location: In person

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