Software System Support Specialist

Manja TechnologiesJohor Bahru, Johor, Malaysia

27 days ago

Job description

Responsibilities

Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams
Assist in training junior Customer Support Representatives
Update our internal system with info about technical issue to get dev team address the issue if identify as tech issue

Requirements and skills

We are looking for individuals that have an excellent command of spoken and written English.

Degree in Computer science, information technology, or similar degree preferred

Possess 1 – 2 years technical helpdesk experience – experience with Jira ticketing is a plus

Have knowledge of software applications, debugging and programming

Excellent problem solving and follow up skills to ensure all tickets are closed in a timely manner.

Naturally curious : passionate about identification of root causes and solving problems at the root.

Excellent Organization and time management skills, analytical skills, attention to detail and accuracy.

Intermediate computer and Microsoft Excel skill

Ability to learn new systems quickly

Ability to translate customer issues into actions for the engineering and product teams, achieving positive customer results.

Ability to work in a highly dynamic environment and is open to change in responsibilities, workflows, as needed by the business.

Willing to work extra hours to support customer queries if required.

Seniority level

Executive

Employment type

Full-time

Industries

Transportation, Logistics, Supply Chain and Storage

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System Support Specialist • Johor Bahru, Johor, Malaysia

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