Application Support Specialist

Our client is a leading healthcare technology provider in Malaysia, delivering innovative digital practice management solutions across Southeast Asia. With over 15 years of experience and thousands of clinics supported, the company specializes in clinic management systems, AI-driven patient engagement, and healthcare networking platforms. Built on a foundation of compliance, reliability, and strong after-sales support, the company continues to empower healthcare providers with tools that enhance efficiency, patient care, and long-term growth.

Level 1 – Application Support Executive (Entry / Junior)

Salary Range: RM 3,000 – RM 4,000

Responsibilities:

• Act as the first point of contact for customer inquiries via phone, email, chat, or helpdesk system.
• Perform initial troubleshooting for software and system-related issues.
• Conduct system setup, onboarding, and user training sessions.
• Log and manage support tickets, ensuring timely follow-up and resolution.
• Escalate complex issues to Level 2 or 3 with proper documentation.
• Maintain accurate customer records and prepare simple support reports.

Requirements:

• Diploma or Degree in Information Technology, Computer Science, or related field.
• Fresh graduates or candidates with up to 1 year of experience in application or IT support are encouraged to apply.
• Basic knowledge of Windows OS, networking, and software troubleshooting.
• Strong communication and customer service skills.

Level 2 – Technical Support Specialist (Intermediate)

Salary Range: RM 4,001 – RM 6,000

Responsibilities:

• Handle escalated cases from Level 1, including software configuration, database checks, and intermediate troubleshooting.
• Conduct on-site visits for system setup, testing, and maintenance when required.
• Work with the product and development teams to test updates or bug fixes.
• Create and maintain user manuals, FAQs, and support documentation.
• Conduct advanced training sessions for users and internal staff.
• Perform preventive maintenance, backups, and ensure system stability.

Requirements:

• Diploma or Degree in IT, Computer Science, or related discipline.
• 2–3 years of experience in technical support, application support, or software maintenance.
• Good knowledge of database management, networking basics, and troubleshooting tools.
• Strong analytical and problem-solving skills with customer-first mindset.

Level 3 – Senior Technical Support Engineer / Systems Analyst (Advanced)

Salary Range: RM 6,001 – RM 8,000

Responsibilities:

• Manage critical system issues, integration problems, and escalations from Level 2.
• Collaborate with the development and R&D teams to identify and resolve root causes.
• Handle system optimization, version upgrades, and data migration projects.
• Analyze support trends and provide recommendations to improve product performance.
• Lead technical documentation, audits, and support process enhancements.
• Mentor junior support staff and contribute to knowledge base development.

Requirements:

• Degree in IT, Computer Science, Software Engineering, or equivalent.
• 4+ years of experience in application or systems support.
• Proficient in SQL, API integrations, server configuration, and software diagnostics.
• Strong communication, coordination, and leadership skills.

General Requirements (All Levels)

• Excellent command of English (Mandarin proficiency is an added advantage).
• Strong customer service orientation and ability to communicate effectively with non-technical users.
• Possess own transport and willing to travel within Malaysia when required.
• Willing to work after-hours, weekends, or public holidays on standby rotation when necessary.

Remuneration & Benefits

• Salary Range: RM 3,000 – RM 8,000 (based on level and experience)
• Allowances: Mobile, travel, and meal allowances (as applicable)
• Medical Claim: Up to RM 500 annually (pro-rated upon confirmation)
• Good Health Bonus: Full medical claim reimbursed if no medical leave/claims during the year
• Statutory Benefits: EPF, SOCSO, EIS
• Working Days: Monday – Friday (5-day week)
• Working Hours: 8.00 AM – 5.30 PM

Job Types: Full-time, Permanent

Pay: RM3, RM6,000.00 per month

Benefits:

• Professional development

Application Question(s):

• Our Application Support team operates across three tiers: Level 1 provides frontline user assistance, Level 2 manages technical troubleshooting and system configurations, and Level 3 handles complex matters such as integrations and escalations. Could you share which level aligns best with your experience, and why?

Language:

• Mandarin (Required)

Work Location: In person