Job Description

Position

: Application Support Shift Agent

Salary

: RM 3,000 - RM 4,500

Location

: Imazium, Uptown Damansara (PJ)

Working Hours

: 6.00pm - 6.00am (Fully Night Shift, On-site)

Working Schedule

: 4 days of work followed by 4 days off (Including weekends and public holidays)

Remark :

Training will be provided and take place during

normal working hours

in the

first month

, followed by a transition to

shift work

starting in

second month

.

It's a 1-year contract and will convert to permanent role.

Job summary

This role is to provide support and maintenance of software applications for customers 24/7/365 in shift which include evening, night, weekends or holidays to streamline their business operations.

Responsibility

Create, track, and update support tickets within the system to document issues, solutions, and user interactions. Respond to and resolve user-reported issues related to software applications via phone, email, or ticketing systems during your shift. Perform basic troubleshooting and resolve common technical issues. Escalate complex or unresolved issues to Team Leader, following the appropriate escalation procedures. Ensure a smooth handover of ongoing issues or tasks for the next shift, including detailed documentation of the status of open tickets. Contribute to and maintain a knowledge base with solutions for frequently encountered issues. Provide excellent customer service by keeping users informed of the status of their requests, troubleshooting steps, and resolution timelines. Adhere to all operational processes, including service level agreements (SLAs), security guidelines, and internal documentation standards. Track, follow-up and resolve any outstanding customer issues.

Requirement

Candidate with at least diploma in IT related field. At least 1 year of working experiences in the related field. Able to command in both written and spoken English. Possess knowledge in SQL command and networking tools. Ability to diagnose and resolve application-related issues in a calm and systematic manner.
Job Types: Full-time, Permanent, Fresh graduate

Pay: RM3,000.00 - RM4,500.00 per month

Benefits:

Dental insurance Health insurance Maternity leave Opportunities for promotion Parental leave Professional development Vision insurance
Schedule:

Monday to Friday
Supplemental Pay:

Attendance bonus Performance bonus Yearly bonus
Application Question(s):

Are you able to work in night shift? (6.00pm - 6.00am)
Education:

Diploma/Advanced Diploma (Preferred)
Experience:

SQL: 1 year (Preferred)
Language:

Mandarin (Preferred)
Work Location: In person