We are looking for talented individuals who are passionate about making a big impact on Customer Experience (CX). The Support Engineer will be responsible for delivering high quality Level 2 support to the world's largest Supply Chain Operating Network and Multi-Enterprise Supply Chain applications to meet our global customers Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, and have excellent analytical and problem-solving skills.
Job Location: Kuala Lumpur
Responsibilities:
- Work closely with our global customers Helpdesks and IT on day-to-day incident and problem resolution.
- Part of a team maintaining a 24x7 Customer Support Services working on incidents from phone calls, emails, and the company proactive monitoring system.
- Ensure critical customer issues are addressed quickly and effectively by collaborating with Client Experience, Cloud Operations, Professional Services, and Product Development in a global environment.
- Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.
- Maintain and update knowledge base articles consistently as new knowledge is discovered.
- Ensure KPIs are met consistently to achieve customer experience excellence.
- Ensure escalation and production support processes are followed.
Requirements:
- Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
- Highly motivated and result-oriented fresh graduates are encouraged to apply.
- Excellent written and verbal communication skills of English
- Candidate must be willing to work shift hours.
- Basic understanding of ITIL, incident and problem management would be an added advantage.
- Basic knowledge on Linux is a plus.
- Logical approach and excellent problem-solving skills.
- Attention to detail and ability to troubleshoot and provide feedback and solutions.
- Must be able to work well both in a team environment and independently under minimal supervision.
- Ability and willingness to learn new technologies, on own initiative.
