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Application Support Specialist
Envision DigitalKuala Lumpur, Kuala Lumpur, Malaysia15 jam yang lalu
Penerangan pekerjaanSHIFT WORK REQUIRED Morning shifts (Hybrid) Night & Midnight shifts (Fully Remote) Shift Allowance applies for night shifts 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 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
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
Required experience & skills
What we provide to help you succeed
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Application Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia
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