Software System Support Specialist

2 days ago

Kampung Kangkar Teberau, Johor, Malaysia Handal Indah Sdn Bhd Full time 30,000 - 60,000 per year

JOB SCOPE:

  • 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.

RESPONSIBILITY:

  • 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.

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