Job Description

Position Title: Technical Support Expert - L2 (App Support)

Reporting to : Technical Support Manager

Location: GTOWER, KLCC

Team : Technical Support (APAC, ANZ, EMEA and US support)

Our client: IT solutions Provider, MNC with presence in over 116 countries

Responsibilities:

Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times. Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media. Identify, resolve or manage the resolution of system issues Troubleshoot platform issue raised by clients or internal users and escalate to the next level if can't be solved beyond the expertise Communicate to other department and teams keeping stakeholders and management informed Updating and managing Knowledge base Manage escalation process of issues from L1 Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations Own and track tasks within SLAs
Ideal Candidate:

Excellent communication skills and have handled global clients before. 3-5 years of experience in application support Has exposure to ticketing tools. Troubleshooting via logs, experience in FTP knowledge on scripting and Unix/Linux Experience in AWS will be good, but not compulsory willing to work under shift (9pm - 6am US, 2pm - 11pm EMEA, 7am - 4pm APAC, 4am - 1pm ANZ)
Job Type: Full-time

Pay: RM5,500.00 - RM6,500.00 per month

Work Location: In person