Job Description

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Get To Know The Team

Grab is leading a consortium for Digital Bank licence and to build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We have big dreams to unlock and financial inclusion for people in our region is just one. If you have what it takes, help build our new Digibank with us.

The Day-to-Day Activities:

Responsible in resolving technical issues and providing support to stakeholders

Support the launches of products and features, working with both business op and engineering to gather requirements, configurations setup and testing for related products.

Responsible in helping to improve reliability, stability and scalability challenges with other engineering teams

Resolve technical issues that cannot be resolved through normal operations and maintenance procedures and

Support the launches of products and features, working with both business op and engineering to gather requirements, configurations

Provide leadership on outage calls in order to drive issue resolution and limit impact to the user.

Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements.

Participate in \xe2\x80\x9cstandby\xe2\x80\x9d on an as needed basis to ensure that expert level support is available on a 24\xc3\x977 basis.

Support the development and delivery of training programs and support documentation to other departments on new operation, maintenance, and troubleshooting procedures.

Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes

Provide expert on-site and remote support during major software upgrades

The Must-Haves:

Must have at least 2 years experience related to support or operations.

Must have been involved in supporting product / system / application launches and understand high level SDLC

Must have strong understanding of support flows and procedures

Must be familiar with working via online tools like Zendesk, Google Calendar, Web based email, etc

Must know how to debug basic mobile hardware and software issues

Must be fluent in both English and the local native language such as Malay, Chinese, Tagalog, Thai or Vietnamese.

Knowledge of customer service principles and practices

Must be able to work independently and remotely.

Must be able to work well under pressure

Knowledgeable in mobile operating systems (iOS, Android)

Excellent in problem solving and troubleshooting skills on mobile hardware and software

Ability to multitask

Good communication skills

Grab