Level 2 Application Support Specialist - Portuguese Speaker (Ref:002)

Job Title : Level 2 Application Support Specialist (L2)

Company Industry : IT/Tech Firm

Age Requirement : Below 50

Working Location : Bangsar South

Working Mode : Morning work from office, Night and midnight WFH

Working Hour : 8am-5pm, 4pm-1am, 12am-9am

Working Day : Monday to Sunday (work 10 days , rest 4 days)

Salary range : RM4,000 – RM6,000

Job Description :

We are seeking motivated, ownership-driven individuals to join our team as Level 2 Application Support Specialists (L2) for our in-house developed, cloud-based management systems. As an L2 Support Specialist, you will play a critical role in ensuring client satisfaction by providing advanced technical support and backend troubleshooting for escalated cases. You will use your in-depth knowledge of our systems to resolve complex issues and perform backend analysis, ensuring seamless service for our global clients.

Key Responsibilities:

• Advanced Troubleshooting & SQL Reporting: Resolve escalated issues by performing backend analysis, using SQL for database queries and custom reports, and collaboration with technical teams.
• Automation & Technical Skills Development: Identify opportunities for automation within routine tasks, with the potential to apply scripting or programming solutions to streamline workflows.
• Documentation & Knowledge Sharing: Contribute to and maintain a comprehensive knowledge base, updating with solutions to new issues, FAQs, and best practices for both internal use and client guidance.
• Collaboration with Cross-Functional Teams: Work closely with L3 Tech Engineers, QA Testers, and other departments to coordinate and communicate resolutions for escalated technical issues. This includes working with developers, conducting simulation tests, and collaborating on long-term solutions.
• Proactive Client Monitoring: Actively monitor the system platform for usage patterns, identifying potential issues preemptively and responding to client inquiries related to system performance or updates.
• SLA Compliance & Improvement: Ensure all support cases are handled within service level agreements (SLAs) timeframes, prioritizing prompt resolution to enhance the client experience and maintain high satisfaction levels.
• Client Relationship Management: Maintain a positive relationship with clients by providing timely support and resolving any post-go-live issues, contributing to a strong company reputation and client trust.

Requirements :

• Diploma or Degree in Related to this field (at least Diploma)

Language Proficiency:

• Native or fluent in reading and writing Brazilian and/or European Portuguese to address client inquiries effectively.
• Strong proficiency in English for internal team communication and Documentation

Technical Expertise:

• Previous experience in Level 2 technical support, with strong skills in web systems, API integration, and troubleshooting.
• Proficiency in SQL for data queries and reporting, with a knowledge of simple scripting or programming for automation like python, batch or powershell.
• Analytical and Problem-Solving Skills: Demonstrated ability to analyze, diagnose, and resolve complex technical issues efficiently, with an eye for process improvement.
• Customer-Focused Mindset: Ability to communicate solutions clearly and professionally, ensuring client satisfaction and adherence to quality standards.
• Self-Driven & Collaborative: Works independently while actively collaborating with team members and other departments to provide seamless support.
• Proactive Monitoring: Maintain a proactive and positive attitude, take initiative in resolving client issues, and respond proactively to potential issues.
• Shift Flexibility: Willingness to work shifts, weekends, and public holidays as required to meet client needs.

Company Benefits :

• Competitive compensation with shift allowances, medical benefits, and performance bonuses.
• Opportunities for professional growth in a dynamic and collaborative environment.
• A supportive and innovative work culture focused on teamwork and client satisfaction.

Job Type: Full-time

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development
• Work from home

Schedule:

• Early shift
• Evening shift
• Monday to Friday
• Night shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Bangsar South: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you fluent in Brazilian or European Portuguese, both in reading and writing?
• Are you comfortable working in rotating shifts, including midnight and weekend hours?
• Do you have experience with scripting or automation tools like Python, PowerShell, or batch scripting?
• What is your expected salary?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Application Support: 1 year (Preferred)

Language:

• Portuguese (Preferred)

Expected Start Date: 12/02/2024