Software Support Engineer

Fully remote position

Role Overview

As a remote Software Support Specialist, you will play an integral role in assisting users of our software platform. Your primary focus will be on user account management, system configuration, report customization, and providing exceptional customer support through various communication channels. You will also collaborate with cross‑functional teams to ensure users receive outstanding service and an optimal experience with the platform.

Duties and Responsibilities :

User Account Management

Assist clients in creating and managing user accounts.

Configure user settings and permissions according to client requirements.

System Configuration

Support users in optimizing system performance and usability through configuration adjustments.

Troubleshoot and resolve issues related to system setup or configuration.

Report Customization

Help users tailor and refine reports to meet their unique requirements.

Work with the development team to address complex reporting issues.

Customer Support

Handle inbound support requests via phone, email, or chat with professionalism and empathy.

Deliver prompt, accurate, and effective solutions to user inquiries and technical problems.

Documentation & Training

Develop and maintain documentation for frequently asked support questions and configuration procedures.

Conduct user onboarding and training sessions to ensure smooth adoption of the platform.

Collect and relay user feedback to the product team to enhance software functionality and user experience.

Propose process improvements to strengthen overall customer satisfaction.

Qualifications and Requirements :

• Diploma or Degree in Information Technology or a related field.
• Minimum of 2 years' experience in customer service or system support.
• Strong communication and problem‑solving abilities.
• Proven ability to manage multiple tasks efficiently.
• Familiarity with software systems and technical troubleshooting.
• Experience in the construction industry is an added advantage.

About Our Client

Our client, an international company with offices based in the United Kingdom and Hong Kong, specializes in a project‑management platform for all aspects of construction. They are looking for motivated individuals to join their team to provide exceptional support to their customers, helping them resolve issues and enhance their experience with the company platform.

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Salary : MYR3,000.00 - MYR4,500.00

Seniority level : Executive

Employment type : Full-time

Job function : Information Technology

Industries : IT Services and IT Consulting

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