Job Description

K

ey Responsibilities

Omnichannel Ticket Management:

Monitor and respond to technical tickets across the

Service Desk

and

BerryPay WhatsApp Support

. You will also keep a pulse on user feedback and technical issues reported via

Facebook

and

TikTok

.

App Testing & Assessment:

Collaborate with the

Tech Team

to assess reported issues. You will perform hands-on testing of app functions to replicate bugs, validate fixes, and ensure the stability of the user interface.

Technical Escalation & Partner Liaison:

Act as the primary bridge for escalations. You will support the Tech Team by raising and following up on tickets with

3rd-level partners

--specifically

Inficare, FassPay, and Payhub

--to resolve complex backend or payment gateway issues.

Incident Lifecycle Management:

Take ownership of the ticket lifecycle by proactively following up with internal developers and external vendors to ensure all issues are brought to a timely closure.

Performance Analytics:

Generate

Monthly Service Desk Reports

, utilizing data to categorize tickets by type and severity. Your insights will help the Tech Team prioritize long-term system improvements.

Process Documentation:

Assist in creating internal "Knowledge Base" articles or

user-facing FAQs based on recurring technical resolutions.

What You Will Gain

Technical Troubleshooting:

Real-world experience in diagnosing app-layer issues within a live fintech environment.

Vendor & Partner Management:

Insight into how IT teams coordinate with external financial service providers and payment hubs.

ITSM Proficiency:

Professional experience with ticketing systems, service level agreements (SLAs), and structured reporting.
Job Types: Internship, Fresh graduate
Contract length: 4-6 months

Pay: RM800.00 - RM1,000.00 per month

Benefits:

Opportunities for promotion Professional development
Ability to commute/relocate:

Cyberjaya: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

Do you have Bachelor of Information Technology ?
Education:

Bachelor's (Preferred)
Work Location: In person