This job offer is not available in your country.
Technical Support Specialist - L1 & L2
Extreme ReachKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionEnsure low error rate – Check material is available for ingestion within SLA. Document client issues via phone, email or in person and respond to clients within the agreed timelines. Ensure quoting is accurate, timely and follows rate card and discount rules for products and any other services offered. Always work efficiently and effectively, using correct workflow and work procedures. Testing end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routes. Monitor and track TVC distribution to meet client deadlines and Adstream SLAs. Manage orders on behalf of clients with a view to converting clients to direct usage of the system at the appropriate time. Ensure all resends and additional fees are charged for. All new clients need to have files tested before the first order and cleared to follow the process. In conjunction with Traffic, prioritising Ingest tasks to meet SLAs and customers' requirements. Executing the following tasks in a proficient manner : Ftp and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; other tasks that should become relevant to the role from time to time. Experience in a relevant position. Experience in software testing and correction. Consistent performance under pressure. Demonstrated success at troubleshooting and excellent communication skills. Strong knowledge / skills in at least 4 areas from the list below : No-SQL (Mongo). Linux / UNIX systems. JSON and XML syntax. RESTful API. GIT (understanding, work experience). Basic scripting and programming : XML, JavaScript, and Bash. Jenkins (ability to develop jobs). Knowledge of AWS CloudWatch or MS Azure. Experience in Confluence apps (Connect, Jira). Message Broker system (AMQ). Work experience with workflow solutions. ITIL Certification. Familiarity with graphics and video editing software. Knowledge and experience working with packet analyzer programs. Bachelor’s degree or equivalent tertiary qualification or certification. Strong team player with ability to work with remote and international teams. Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency. Self-motivation and drive - confidence to work on own initiative and with limited supervision. Ability to effectively prioritize and manage conflicting internal and external tasks. Positive, can-do attitude, problem solver, inspiring and driven. Able to communicate effectively at all levels within a large organization. A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed. Proven relationship building skills. Excellent communication skills, both oral and written English. Additional languages will be beneficial. May be required on occasion to work outside standard working hours. Candidates must be eligible to work and live in the country of employment.
As a key member of the Technical Support team, this role is focused on the receiving and processing of files to a quality that meets the specifications of the destination, within the SLA.
Digital Media
- 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 issues raised by clients or XRs and escalate to the next level if unable to solve beyond expertise.
- Communicate with other departments 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.
Operational Efficiency
Specialist Knowledge / Experience Required
Desirable Knowledge / Skills
#J-18808-Ljbffr
Create a job alert for this search
Technical Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia
Related jobs
Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.Own and track tickets within SLAs.
Identify, resolve or manage the resolution of system i...Show moreLast updated: 30+ days ago 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 th...Show moreLast updated: 30+ days ago 
Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).Working on the life-cycle of help desk incidents.
Resolving the issue based on support d...Show moreLast updated: 18 days ago
A highly skilled and customer-focused Level 2 Technical Support Specialist with hands-on experience in premium automotive brands, particularly in electric vehicle (EV) systems.The ideal candid...Show moreLast updated: 30+ days ago
![Technical Support Associate Software Engineer Kuala Lumpur, Malaysia Technical Support Associat[...]](https://cdn-logos.talent.com/v1/logo/image?feedcode=whatjobs-my&company_name=Sitecore)
Technical Support Specialist - L1
Two95 International Inc.Kuala Lumpur, Federal Territory of Kuala Lumpur, MYQuick Apply
L2 Application Support
Two95 International Inc.Kuala Lumpur, Federal Territory of Kuala Lumpur, MYQuick Apply
- Promoted
Technical Customer Service Specialist
TDCXKuala Lumpur, Kuala Lumpur, Malaysia TDCX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-w...Show moreLast updated: 1 day ago
- Promoted
Technical Support Engineer
Controls Handling Engineering Sdn BhdShah Alam, Selangor, Malaysia This is a full-time on-site role for a Technical Support Engineer located in Shah Alam.The Technical Support Engineer will be responsible for providing technical support and troubleshooting service...Show moreLast updated: 1 day ago
- Promoted
Global Technical Support Engineer – Kuala Lumpur Based (6 Month Contract Role)
AgodaKuala Lumpur, Kuala Lumpur, Malaysia Agoda is an online travel booking platform for accommodations, flights, and more.We build and deploy cutting-edge technology that connects travelers with a global network of 4.M hotels and holiday ...Show moreLast updated: 1 day ago
- Promoted
Junior Customer Support Specialist | Remote | AI SaaS Support
Process StreetSepang, Sepang, Malaysia Process Street is an AI software and compliance operations platform startup from San Francisco.We help our customers build, document, automate, and track recurring workflows.Our platform automates ...Show moreLast updated: 1 day ago
- Promoted
Technical Product Manager – Operational Excellence (Bangkok-based, relocation provided)
AgodaKuala Selangor, Kuala Selangor, Malaysia Technical Product Manager – Operational Excellence (Bangkok-based, relocation provided) at Agoda.This role focuses on enabling Agoda Tech to become more effective in non-coding activities such as i...Show moreLast updated: 1 day ago
- Promoted
Sales Support Specialist
ChubbSeremban, Negeri Sembilan, Malaysia This position is responsible for providing sales support to the Agency / Franchise marketing team.Major duties and responsibilities.
Cover Note & Policy Management.Process insurance applications, re...Show moreLast updated: 1 day ago
L2 Technical Support
Unison GroupKuala Lumpur, Kuala Lumpur, MYQuick Apply
L2 Technical Support Specialist (High End Automotive / EV)
Sinergia Talents Sdn BhdPetaling Jaya, Selangor, MalaysiaQuick Apply
Advisor I, Technical Support
Concentrix MalaysiaMalaysia, Federal Territory of Kuala Lumpur, MY Essential Functions / Core Responsibilities.Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).
Clarify customer requirements; probe for understanding, use ...Show moreLast updated: 6 days ago
- Promoted
Customer Support Specialist
TPKuala Lumpur, Kuala Lumpur, Malaysia TP is a global digital business services company.We leverage our global scale and local presence to support our communities, clients, and the environment.
Our advanced, digitally-powered business se...Show moreLast updated: 1 day ago
- Promoted
Technical Support Associate Software Engineer Kuala Lumpur, Malaysia Technical Support Associat[...]
SitecoreKuala Lumpur, Kuala Lumpur, Malaysia Technical Support Associate Software Engineer.At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that con...Show moreLast updated: 1 day ago
- Promoted
(Chinese and English) Customer Support Consultant, crypto (remote)
SupportYourAppSeri Kembangan, Selangor, Malaysia Passionate about the world of tech?.What if you had a chance to be a part of the world's leading SaaS, Software, or Hardware solutions?.
Unlock your potential by mastering new skills and achieving c...Show moreLast updated: 18 days ago
- Promoted
WFH Customer Support Specialist (Crypto / Fintech)- Mandarin Speaker
EYZ GlobalSeremban, Negeri Sembilan, Malaysia Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.Diagnose technical issues and escalate complex cases to relevant teams with proper documentation.
Maintain accurate and organized records of...Show moreLast updated: 1 day ago
- Promoted
(native Japanese) Customer Support Consultant, emails / chats (Remote)
SupportYourAppKlang City, Selangor, Malaysia Passionate about the world of tech? What if you had a chance to be a part of the world's leading SaaS, Software, or Hardware solutions? Join our team as a.
Unlock your potential by mastering new ski...Show moreLast updated: 6 days ago
- Promoted
Business Development Specialist / Expert
Nabla SolutionSeremban, Negeri Sembilan, Malaysia Business Development Specialist / Expert.Location : Kuala Lumpur, Malaysia (as listed).Be among the first 25 applicants.Develop and implement effective sales strategies to achieve sales targets and ...Show moreLast updated: 1 day ago
- Promoted
Technical Sales Specialist
STERIS IMSPetaling Jaya, Selangor, Malaysia At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
Reporting to the Sales Manager...Show moreLast updated: 1 day ago