Support Technician (JB, Skudai)

Job Description

- Serve as the primary point of contact for customers, providing timely and accurate technical support for company products and applications

- Diagnose and resolve complex technical problems, utilizing your expertise and resources to identify root causes and provide effective solutions

- Collaborate with internal teams, including engineering and product F18development, to escalate and resolve advanced technical issues

- Provide product training and guidance to customers, ensuring they have a thorough understanding of company products' capabilities and features

- Stay up to date with product updates, industry trends, and emerging technologies to effectively support customers and provide valuable insights

- Participate in the continuous improvement of support processes and resources, contributing to the development of knowledge bases, FAQs, and troubleshooting guides

- Collaborate with cross-functional teams to relay customer feedback, identify opportunities for product enhancements, and contribute to product roadmap discussions

Job Requirements

- Diploma/Bachelor's degree in Mechanical Engineering or a related technical field

- Proven experience in technical support or application engineering, preferably in an automation industry

- Strong technical knowledge and understanding of software and hardware applications

- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues

- Exceptional communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals

- Customer-focused mindset with a passion for delivering outstanding support and building positive relationships

- Strong organizational skills, with the ability to prioritize and manage multiple customer inquiries simultaneously

- Proficiency in using support tools, ticketing systems, and remote troubleshooting software

- Ability to work effectively in a team environment and collaborate with cross functional teams

- Adaptability and flexibility to work in a fast-paced and evolving technical environment

Job Type: Full-time

Pay: RM1,500.00 - RM2,500.00 per month

Benefits:

• Company car
• Dental insurance
• Flexible schedule
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Work from home

Schedule:

• Monday to Friday

Supplemental Pay:

• Overtime pay
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Skudai: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 2 years (Required)