Tiramizoo Sdn Bhd is the Malaysian subsidiary of Tiramizoo GmbH; the leading TMS for urban logistics specializing in Software as a Service (SaaS). We place great emphasis on customer satisfaction and are looking for a dedicated Junior Support Manager/ Support Executive to join our support team and help deliver world-class service to our customers.
Duties and Responsibilities : Customer Support: Process incoming customer enquiries via ticket system, email, telephone and chat. Provide quick and friendly response to customer questions, complaints and concerns. Analyse customer problems and provide effective solutions in timely manner. If necessary, manage the escalation of complex problems to the relevant department. Maintain customer and partner data and interactions in the CRM system. Ensure accurate and complete documentation. Sales Support Support sales colleague to conduct online or physical system demo. Support and manage the process of onboarding a new customer from platform creation, initial setup and training. Provide system expertise knowledge to sales colleagues. Team Coordination Report and manage resolutions of system bugs or new feature requests. Liaise with the support team and product team in Germany to ensure service level agreements are met. Support in testing of new functions in the software prior to release to production. Assist in the training of new team members and further development of the team. Process optimisation Identify opportunities to improve support processes. Produce reports on common issues and their solutions to take preventative action. Constantly update knowledge of the company's products and services. Participate in training courses and workshops. Customer feedback Collect customer feedback and providing analyses to improve product and service quality. Documentation Maintain support documentation and creating guides for frequently asked questions. Qualifications: Completed training or studies in the field of Computer Science or Business IT Previous experience is Supply Chain or Logistics added advantage but not mandatory. Other: Must possess own transport.
Interested candidates please submit your application through Jobstore.com