Depending on applicant experience and capabilities, we have multiple positions to fill in this role (L1 Customer Support or L2 Application Support).

L1 Customer Support Executive

This role's main responsibility is to act as a traffic controller for support request tickets, to improve the workflow and overall management of requests in the application support team. 

WHAT YOU WILL DO :

• Ticketing control tasks; organize, update, follow-up and assign tickets to the appropriate support members and or departments.
• To assist in support related matters in terms of Application IT Support.
• Provide over the phone support, helping colleagues or clients set up system settings and resolve minor issues (L1).
• Test and evaluate new technology as assigned by management.
• Monitor customer complaints and provide assistance where needed.
• Any ad hoc tasks assigned from time to time by management

L2 Technical Customer Support Executive (Application Support)

This role main responsibilities are to be onsite for installation and maintenance of software applications for customers in order for streamlining their business operations. This role also required to be on standby(on-call) roster duty to support overseas users remotely or even travel to various locations overseas to provide support. 

WHAT YOU WILL DO :

• Required to assist with onsite installation of systems especially to new clients.
• Perform onsite training to clients and presentation to new and existing clients on product features.
• Prepare and develop of documentation on software user guide and software customisation request including software testing.
• Provide user support enquiries regarding Point-of-Sales (POS) and technical issues including remote troubleshooting and debugging of systems.
• Track, follow-up and resolve customer’s outstanding issues based on ticketing system.
• Any ad hoc tasks assigned from time to time by management.