Role Description
You will handle day-to-day technical support for customers and internal teams, focusing on issue resolution, system guidance, and coordination with developers. This role is suitable for someone who has previous experience supporting software products, can troubleshoot confidently, and communicates clearly with business users.
Responsibilities
- Handle customer issues via WhatsApp, email, and calls
- Troubleshoot and resolve:
- Login and access issues
- User errors and data entry problems
- Basic system configuration issues
- Gather issue details and replicate problems when needed
- Track and update tickets until closure
- Escalate technical problems to the development team with clear notes
- Support:
- New system rollouts
- UAT and user training sessions
- Prepare:
- Simple guides, FAQs, and support documents
- Weekly support status reports
Required Experience
- 2–4 years in software/IT technical support
- Comfortable supporting web-based applications
- Able to do basic troubleshooting:
- Browser checks (cache, device, screenshots)
- Simple data validation
- Identifying whether issue is user-side or system-side
- Strong communication with business and non-technical users
- Good understanding of support process (ticketing, follow-ups, prioritization)
Nice to Have
- Experience with:
- Postman / API testing (basic understanding only)
- SQL viewing (e.g., checking records)
- UAT coordination with clients
- Worked with enterprise customers (banks, retail, logistics)
- Familiarity with tools like Jira, Freshdesk, or Zendesk
Soft Skills
- Professional and calm under pressure
- Strong ownership and follow-through
- Good documentation habits
- Ability to handle multiple cases at once
- Patient and customer-focused mindset
Job Category: Technical Support
Job Type: Full Time On-Site
Job Location: Kuala Lumpur Puchong
