Diploma or Degree in IT, Business, or related field
Minimum 3-5 years' experience managing a helpdesk, call center, or customer support team
Good understanding of SLA management, incident escalation and process improvement
Experience with or other ticketing tools (e.g. Zendesk, Freshdesk, Jira Service Desk)
Excellent communication, leadership, and problem-solving skills
Calm, patient and service-oriented personality
Experience in the self-service kiosks, SaaS, attraction ticketing, mobile and online systems will be an advantage
Tanggungjawab We are seeking a dedicated Support & Customer Service Manager to lead our Level 1 Support team and ensure excellent service delivery across our self-service kiosk, SaaS software, turnkey and ticketing systems. Responsibilities
Manage the Level 1 Support team: schedule shifts, monitor daily performance, coach and guide team members
Provide front-line support when required, covering for team members on leave or sick
Attend monthly customer support review meetings with key clients and present service performance
Serve as super-admin for the ticket tracking platform () - create boards, maintain workflows, and produce weekly/monthly reports
Join weekly operations meetings to report SLA results, highlight major incidents, and escalate unresolved issues
Review and improve support processes to enhance responsiveness, productivity and service quality
Coordinate with Level 2 and Level 3 teams for follow-ups on escalated technical cases
Maintain a strong customer service mindset, ensuring positive and professional communication at all times
Manfaat
Opportunity to lead a key operational function within a growing tech company
Exposure to both software and hardware support environments
Collaborative and supportive workplace culture
Kemahiran Customer service Customer Support Ticketing Systems Problem Solving Communication Skills Self-Service Technologies Troubleshooting Technical Support Peringatan Penting Jangan pernah kongsikan maklumat bank atau kad kredit anda semasa memohon pekerjaan. Elakkan membuat sebarang pembayaran atau mengisi survey yang tidak berkaitan. Jika ada yang mencurigakan, sila laporkan iklan pekerjaan ini segera.