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

Behaviours and competencies

This role is only open to Malaysia citizen.

Seniority level

Employment type

Job function

Industries

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