Software Support Specialist

Overview

Kardex Malaysia Sdn Bhd

is seeking a motivated self-starter to join our Life Cycle Service (LCS) Team in the role of

Software Support Specialist , based in Mont Kiara, Kuala Lumpur, Malaysia. The role is part of an international, multilingual team of Software Support Specialists (second line support), where the main task is to provide high quality remote support to customers for Kardex software suite. Purpose of the role

As a

Software Support Specialist , you will be based in Malaysia to provide remote support to Kardex customers in SE Asia, as well as to your field-based colleagues. As required, you will need to travel on site and / or provide customer trainings. You will report to Director Life Cycle Service, SE Asia. Major tasks and responsibilities

Communicate and provide technical software support to customers within the region. Escalate support calls to senior team members and / or to Factory Support Centre (Level 3) as needed. Ensure that all technical inquiries are logged into database and work according to internal processes. Investigate and verify reported issues in software, firmware, hardware. Document the problem and work with appropriate group to resolve the problem. Follow up with the customer when the problem is solved. Write and update knowledge database and other documentation to inform the field of solutions about commonly experienced problems, workarounds, installation practices, etc., all to improve customer satisfaction and acceptance. Promote service contracts and other service products offered by Kardex Requirements

Education : Technical degree in Computer Sciences, Software Development or IT. Minimum 3 to 5 years in remote support service for software products. High level of technical / electronic / software experience. Knowledge of MS Windows operating systems (Services, user rights, etc). Overview of computer networks (DHCP, DNS, IP, etc) Basic Database knowledge (both SQL language and management tools). Knowledge in logistics / warehouse management, ERP, SAP will be an advantage. Ability to train as an advantage. Experience in virtual / cross border interaction / support in multi-country environment (SE Asia). English – fluent (both speaking and writing). Behaviours and competencies

Collaborates & team effectively Open and easy communicator Ability to work under pressure and multi-tasking Logical approach and forward thinking Analytical skills in troubleshooting Ability to influence change across multiple locations / functions and organizations Structured, independent, self-organized and self-motivated Good communication skills and interpersonal skills High personal effectiveness Microsoft Office / MS Teams This role is only open to Malaysia citizen. Seniority level

Associate Employment type

Full-time Job function

Information Technology and Customer Service Industries

Automation Machinery Manufacturing and Industrial Machinery Manufacturing

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