Immediate Opening for Technical Support Specialist

Full Time, onsite
PAN ASIA SOFTWARE SOLUTIONS SDN BHD
Kuala Lumpur, Malaysia

Salary undisclosed

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Greetings!!!

We have an Immediate Openings Technical Support Specialistwith our reputed Client.

Work Location: KL

Exp: 1 year to 3 years

Position Summary: We are seeking an enthusiastic and proactive Technical Support Specialist with over 1 year of experience to manage and resolve queries related to our API, Plugin, Order Management System (OMS), and various client-facing platforms used for placing orders. This role requires a solid understanding of the technical aspects of these platforms, along with excellent communication skills for client interactions. The ideal candidate will also be proficient in Excel, reporting, and thrive in a collaborative team environment. A willingness to continuously learn and adapt to new technologies is key.

Key Responsibilities:

Technical Support Management:
Serve as the primary technical point of contact for clients and internal teams regarding APIs, plugins, OMS, and other platforms used for order placement.
Troubleshoot and resolve technical issues related to these platforms, collaborating with development teams for deeper technical problem-solving.
Assist clients with platform setup, configuration, and integration.
Client & Sales Query Management:
Proactively respond to technical queries from clients and sales teams, ensuring timely and efficient resolution.
Communicate complex technical issues in a clear, concise manner to non-technical stakeholders.
Provide consistent follow-up to ensure client satisfaction and address any emerging concerns or queries.
Reporting & Documentation:
Utilize Microsoft Excel to create and maintain reports, track issue resolution, and manage case histories.
Document common issues, solutions, and troubleshooting steps to build out a comprehensive knowledge base.
Track recurring technical problems and provide feedback to improve platform performance.
Client Meetings & Communication:
Participate in client meetings, offering technical insights and addressing concerns regarding the API, plugin, OMS, or other platforms.
Establish and nurture relationships with clients, ensuring that their technical needs are met and their questions are resolved.
Conduct training sessions for clients to ensure they are effectively using the platforms.
Collaboration & Teamwork:
Work closely with cross-functional teams such as sales, product, and development to resolve client issues and improve platform functionality.
Share insights and solutions with colleagues to enhance overall team efficiency.
Contribute to team knowledge-sharing and assist in mentoring junior team members when required.
Continuous Learning & Development:
Stay up to date with emerging technologies and trends in API, plugin, and OMS platforms.
Actively seek out opportunities for professional development and contribute to internal training initiatives.
Continuously improve technical knowledge to offer superior client support.

Skills & Qualifications:

1+ year of experience in a technical support or similar role, especially working with APIs, plugins, or OMS platforms.
Proficient in Microsoft Excel, with strong skills in reporting, data analysis, and troubleshooting.
Solid understanding of API and plugin integration and basic programming concepts.
Excellent communication skills, with the ability to explain technical issues to non-technical clients and stakeholders.
Strong problem-solving abilities with a keen attention to detail.
Ability to manage client relationships and prioritize multiple support cases simultaneously.
Self-starter with a proactive approach to resolving issues and improving platform functionality.
Ability to work well within a collaborative team environment.

Personal Attributes: