L2 Application Technical Support (Up to RM 9,000+; KL Office)

Responsibilities

• Ability to keep the 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 and escalate to the next level if can’t be solved beyond the expertise

• Communicate to other departments and teams keeping stakeholders and management informed

• Updating and managing the 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

Specialist Knowledge/Experience Required

• 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-SLQ (Mongo)

-Linux/UNIX systems

-JSON and XML syntax

-RESTFul API

-GIT (understanding, work experience)

• Basic scripting and programming: XML, JavaScript and Bash

• Experience in Confluence apps (Connect, Jira)