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Application Support Specialist

Envision DigitalKuala Lumpur, Kuala Lumpur, Malaysia

7 hours ago

Job description

Overview

We are seeking dynamic, ownership-driven individuals to provide Level 2 application support for our suite of in-house developed management systems on-cloud. This role of the Application Support Specialist is key to assuring the success and satisfaction of our global clientele.

The role of the Application Support Specialist is to utilise their detailed knowledge of the supported applications coupled with their technical knowledge to provide in-depth troubleshooting and backend analysis of escalated issues in a timely manner. Day-to-day issue resolution may include but not limited to remote diagnosis, liaising with 3rd party vendors, simulation tests or working with related technical experts and developers .

Responsibilities

Provide timely Level 2 application support to the Level 1 Customer Service team
Find solutions from previous issues using the Knowledge Base and educating the Level 1 Customer Service team
Keep the Knowledge Base updated when encountering fresh issues and distribute the knowledge to team members
Contribute pro-actively to improve response time, resolution time and reduce number of incidents
Responding, investigating, resolving, communicating root cause analysis and recommending solutions in a timely manner
Actively monitor the usage patterns of the suite of applications and pre-emptively identify abnormal behaviours and respond accordingly
Occasional light design and programming work relating to scripting and database queries
Establishing a timeline and protocol for harder-to-solve problems and communicating troubleshooting analysis to Level 3 support for resolution
Compiling and providing a comprehensive handover of daily tasks to the team member on duty in subsequent shifts
Obtain feedback and suggestions for product improvements

Shift and Work Arrangements

SHIFT WORK REQUIRED

Morning shifts (Hybrid)

Night & Midnight shifts (Fully Remote)

Shift Allowance applies for night shifts

Required experience & skills

Strong troubleshooting and problem-solving skills

Strong communication and collaboration skills

Meticulous in analysis and documentation of new learnings and findings

Self-driven and perform duties and responsibilities independently with minimum supervision

Maintain confidentiality of information processed or prepared

Possess positive attitude and interpersonal skills and project a professional image

Fluent in speaking, reading and typing in both English and MANDARIN to effectively communicate with Mandarin-speaking clients

Proficiency in Python and / or other scripting language is an advantage

Proficiency in basic SQL queries is an advantage

Prior experience in a similar application support role is an advantage

What we provide to help you succeed

13th Month Salary – Annual Wage Supplement

Flexi Allowance – Extra income your way

Shift Allowance – Additional income on top of your base salary

Insurance, Medical, Dental & Optical Coverage – We have got you and your health covered

Parking & Transport Support – Convenient and stress-free commuting

Hybrid Work Arrangement – Mix of office and remote flexibility

Office Near LRT – Easy access via public transport

Modern Work Culture – Young, friendly, and idea-driven team

Dynamic & Supportive Environment – Grow your skills with a collaborative team

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Application Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia