Global Support L1 Agent

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!

Job Description:
A global leader in modern development platforms, OutSystems is focused on enabling any
organization to innovate through software. We are changing the way software is built with the low-
code platform most preferred by developers and empowering organizations to rapidly create and
deploy critical applications that transform their business. To support our growth and commitment to
hiring exceptional performers, we are looking for a/an Global support L1 Agent based in Kuala
Lumpur, Malaysia.

The Global support L1 Agent will play a key role in helping OutSystems community with their
questions, guiding users of our website so that they can have a better understanding of our products
potentialities and helping customers overcome any challenge they may have with our platform.
Job Responsibilities and Expectations:

• Handle calls, emails, and chat sessions with our Worldwide customer base.
• Register and triage technical challenges and business issues related to the OutSystems

Platform.

• Query the Knowledge Base to find an immediate response to known problems.
• Route the issues to the second line teams and monitor the responses to these incidents to

observe agreed Service Levels.

• Update the customers about pending incidents, managing their expectations on the time to

solution and progress status.

• Advocate for customers and help define ways to continually add value to the customer

experience.
Desired Skills and Experiences:

• Available to work in shifts.
• Fluency in English verbally and written skills.
• General business computing skills.
• Passion for people interaction and technology.
• Friendly and helpful approach to customers going through difficult situations.
• General interest in problem-solving and troubleshooting.
• Able to work in a creative (and fun) environment under minimal supervision.
• Proactive attitude, suggesting new ways to do things better. Lead the change.
• Team player with great work ethics and accountability.
• Bachelors or master’s degree in a related field.

• Knowledge of problem tracking or ticketing systems.
• Telephony, email, and chat proficiency.
• Business document writing, editing and management.
• Good understanding of search syntax to find the right content in technical repositories

Join us in disrupting the status quo of the low-code market, we give you the power to "Ask Why", you give our customers the power to innovate through software!