Job Description

Position: Application / Technical Support Executive (Level 1, 2 & 3)

Location:

Puchong

Industry:

Healthcare Technology

Type:

Full-Time

Company Overview

Our client is a

leading healthcare technology provider in Malaysia

, delivering innovative digital practice management solutions across Southeast Asia. With over 15 years of experience and thousands of clinics supported, the company specializes in

clinic management systems

,

AI-driven patient engagement

, and

healthcare networking platforms

. Built on a foundation of

compliance, reliability, and strong after-sales support

, the company continues to empower healthcare providers with tools that enhance

efficiency, patient care, and long-term growth

.

Level 1 - Application Support Executive (Entry / Junior)

Salary Range:

RM 3,000 - RM 4,000

Responsibilities:

Act as the

first point of contact

for customer inquiries via phone, email, chat, or helpdesk system. Perform

initial troubleshooting

for software and system-related issues. Conduct

system setup, onboarding, and user training

sessions. Log and manage support tickets, ensuring timely follow-up and resolution. Escalate complex issues to Level 2 or 3 with proper documentation. Maintain accurate customer records and prepare simple support reports.

Requirements:

Diploma or Degree in

Information Technology, Computer Science, or related field

.

Fresh graduates or candidates with up to 1 year

of experience in application or IT support are encouraged to apply. Basic knowledge of

Windows OS, networking, and software troubleshooting

. Strong communication and customer service skills.

Level 2 - Technical Support Specialist (Intermediate)

Salary Range:

RM 4,001 - RM 6,000

Responsibilities:

Handle

escalated cases

from Level 1, including software configuration, database checks, and intermediate troubleshooting. Conduct

on-site visits

for system setup, testing, and maintenance when required. Work with the product and development teams to test updates or bug fixes. Create and maintain

user manuals, FAQs, and support documentation

. Conduct

advanced training sessions

for users and internal staff. Perform

preventive maintenance, backups

, and ensure system stability.

Requirements:

Diploma or Degree in

IT, Computer Science, or related discipline

.

2-3 years

of experience in

technical support, application support, or software maintenance

. Good knowledge of

database management, networking basics, and troubleshooting tools

. Strong analytical and problem-solving skills with customer-first mindset.

Level 3 - Senior Technical Support Engineer / Systems Analyst (Advanced)

Salary Range:

RM 6,001 - RM 8,000

Responsibilities:

Manage

critical system issues

, integration problems, and escalations from Level 2. Collaborate with the

development and R&D teams

to identify and resolve root causes. Handle

system optimization, version upgrades, and data migration

projects. Analyze

support trends

and provide recommendations to improve product performance. Lead

technical documentation, audits

, and support process enhancements. Mentor junior support staff and contribute to

knowledge base development

.

Requirements:

Degree in

IT, Computer Science, Software Engineering

, or equivalent.

4+ years

of experience in

application or systems support

. Proficient in

SQL, API integrations, server configuration

, and software diagnostics. Strong communication, coordination, and leadership skills.

General Requirements (All Levels)

Excellent command of

English

(Mandarin proficiency is an added advantage). Strong

customer service orientation

and ability to communicate effectively with non-technical users. Possess

own transport

and willing to travel within Malaysia when required. Willing to work

after-hours, weekends, or public holidays

on standby rotation when necessary.

Remuneration & Benefits

Salary Range:

RM 3,000 - RM 8,000 (based on level and experience)

Allowances:

Mobile, travel, and meal allowances (as applicable)

Medical Claim:

Up to RM 500 annually (pro-rated upon confirmation)

Good Health Bonus:

Full medical claim reimbursed if no medical leave/claims during the year

Statutory Benefits:

EPF, SOCSO, EIS

Working Days:

Monday - Friday (5-day week)

Working Hours:

8.00 AM - 5.30 PM
Job Type: Full-time

Pay: RM3,000.00 - RM8,000.00 per month

Benefits:

Opportunities for promotion Professional development
Application Question(s):

Our Application Support team has three levels -- Level 1 focuses on frontline user support, Level 2 handles more technical troubleshooting and configurations, and Level 3 manages advanced issues like integrations and system escalations. Could you share which level best fits your current experience and why?
Education:

Bachelor's (Required)
Language:

Mandarin (Required)
Work Location: In person