Service Operation Lead

Requirements & Qualification

- Bachelor's degree in computer science, information technology, engineering, business, IT support or a related field.

- Possess a professional certificate is desirable (e.g CCSM, CCXP,CSM,CCCM,CMQ/OE.CCSP,CPCS,CSS)

8 years of total work experience and at least 5 years in technical operations, system administration, or a related field.

- Previous experience in a leadership or management role in managing customer support teams and delivering exceptional client assistance.

- Proficiency in relevant technologies and systems used in the fuel retail software industry.

- Familiar with iOS platform, Linux platforms, Microsoft Platform, Window scripting application, MDM application.

- Strong knowledge of cloud computing platforms (e.g., AWS, Azure) and DevOps practices.

- Strong customer service skills with a focus on promptly addressing inquiries, concerns, and requests.

- Ability to ensure client contentment through efficient issue resolution and clear communication.

- Experience in adhering to service level agreements (SLAs) to consistently meet and surpass client expectations.

- Demonstrated ability to lead and mentor customer support teams, including Tier 1 and Tier 2 Support personnel.

- Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.

- Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.

- Experience in developing and implementing strategies to streamline support processes, enhance efficiency, and reduce response times.

- Ability to monitor and control expenditures to ensure the unit operates within budgetary constraints and allocate resources effectively.

- Experience in overseeing training and development initiatives for support personnel to ensure they have the necessary skills and knowledge.

- Excellent written and verbal communication skills to effectively communicate with team members, clients, dealers, and vendors.

- Proficiency in serving as a point of escalation for complex client issues and collaborating with Tier 2 Support to address escalated technical problems.

- Analytical skills to prepare and present reports on key performance indicators, unit progress, and activities.

Responsibilities

- Establish the department's intellectual property which encompass methodologies, best practices, technical know-how, knowledge base, processes, and procedural frameworks, and to perform any other tasks as assigned by the middle management.

- Setting up KPI and Evaluation Standards for the team members.

- To assist the Heads of Departments in overseeing team members, ensuring departmental alignment with the organization's strategic goals, and prepare comprehensive reports when necessary.

- Adherence to all relevant laws, regulations, and compliance requirements, as well as managing the implementation of and adherence to the organization's/department information security policy and management system in all aspects of operations.

- Provide 1:1 coaching to team members if necessary.

- Serve as the first point of contact for client inquiries and support requests.

- Gather and document client issues, ensuring accurate and detailed information.

- Provide timely responses and resolutions for basic client issues and inquiries.

- Follow established support procedures and protocols.

- Create and maintain support tickets to track client interactions.

- Ensure that support tickets are accurate and up to date.

- Prioritize and categorize tickets to facilitate efficient issue resolution.

- Offer basic product information and guidance to clients.

- Assist clients with common troubleshooting steps.

- Direct clients to relevant resources, documentation, or Tier 2 Support when necessary.

- Communicate effectively with clients, ensuring a positive and professional experience.

- Follow up with clients to ensure issue resolution and satisfaction.

- Escalate complex issues to Tier 2 Support for further assistance.

- To perform any other task as assigned by the Middle Management.

- To be responsible for the SSB’s information security objectives and comply with all management system documentation and framework & regulatory requirements as listed in SSB-GDL-006 Framework and Regulatory Requirements.

- Responsible for serving on committees within the organization such as:

· Domestic Inquiry Committee

· Whistleblowing Committee

· Safety & Health Committee

Job Type: Full-time

Pay: RM6,000.00 - RM7,500.00 per month

Ability to commute/relocate:

• Bandar Baru Bangi: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is your expected salary?

Experience:

• Service Operations Lead: 8 years (Preferred)