Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Tech Titan
Flexible to accommodate urgent customer needs over weekends and public holidays.
ResponsibilitiesPerform tasks such as issues, deploying products, and collecting artefacts for debugging.
Provide high-quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes.
Document all support issue details while supporting customers to ensure details are available for all relevant parties.
Work cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to the engineering team.
Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information.
Report customer use cases, requirements, enhancement requests, and recommend fixes.
Practice the give-and-take model of knowledge and experience exchange by sharing information with the team.
Constantly improve job skills through participation in product, technology, and customer service training as it is made available.
Participate in improving processes, communication, systems, etc.
QualificationsDemonstrated Required Skills and Abilities:
Graduated with a Bachelor's Degree in Computer Science or Engineering or equivalent technical experience.
Able to communicate in English (written).
Familiarity with Mac, Windows, Linux, iOS, or Android.
Experience with Xcode, Visual Studio, Android Studio, or Eclipse.
Ability to troubleshoot system issues.
Fundamental understanding of computer architecture and low-level details of the programming languages used by the products you are supporting.
Interest and experience in security is a great advantage.
Ability to work effectively with a remote team using modern, collaborative tools such as Microsoft Teams, Zoom, and Webex.
Strong customer service skills; ability to work with customers in a manner that is professional, compassionate, and effective.
Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally.
Additional InformationOffice Hours: Monday - Friday, 9am - 6pm.
Smart Casual Fridays.
Salary is negotiable depending on experience.#J-18808-Ljbffr