[ELM] Application Support

Job Overview

Provide technical and application support to customers, troubleshooting technical issues related to the applications, documenting technical issues and resolutions, and providing guidance and training to customers on how to use the application. The role involves working closely with the sales and customer success teams, testing new software releases and updates, as well as being involved in project implementation & system configuration.

Key Responsibilities And Duties

• Responding to customer inquiries via phone, email or ticketing system.
• Troubleshooting technical issues related to the application.
• Communicating with customers/partners/vendors/sales/CSM teams (where required) to resolve technical issues.
• Documenting technical issues and resolutions.Providing guidance/training on how best to use the application.
• Testing new software releases/updates.
• Collaborating with sales/customer success team on demo sessions.
• Involvement in project implementation & system configuration.
  
  

Core Competencies Required

• Communication Skills
• Clearly explains technical concepts to non-technical users.
• Listens actively to understand customer concerns and responds appropriately.
• Documents technical issues, resolutions, and best practices effectively.
• Engages with internal teams (Sales, Customer Success, Development) to coordinate solutions.
• Analytical Skills
• Identifies root causes of technical issues through systematic troubleshooting.
• Interprets system logs and performance data to detect potential problems.
• Suggests process improvements based on recurring support cases.
• Evaluates different solutions and selects the most effective one.
• Customer Service Skills
• Responds to customer inquiries with patience and professionalism.
• Provides step-by-step guidance and training on application usage.
• Follows up with customers to ensure their issues are fully resolved.
• Maintains a positive and service-oriented attitude, even in challenging situations.
  
  

Qualifications Or Requirements

• Candidates must possess at least a Bachelor’s Degree in Cognitive Science/Learning Science or IT-related field. An Advanced Diploma or equivalent certification is also acceptable.
• Excellent communication skills – written, verbal, interpersonal (English & Bahasa Malaysia; Mandarin is a plus).
• Strong analytical/problem-solving skills – ability to identify issues/procedures/problems/formulate practical course of action.
• Teamwork – ability interact effectively across different levels of staff/management/partners/clients.
• Previous experience in application support/customer service/IT is also beneficial.

Job Overview

Provide technical and application support to customers, troubleshooting technical issues related to the applications, documenting technical issues and resolutions, and providing guidance and training to customers on how to use the application. The role involves working closely with the sales and customer success teams, testing new software releases and updates, as well as being involved in project implementation & system configuration.

Key Responsibilities And Duties

• Responding to customer inquiries via phone, email or ticketing system.
• Troubleshooting technical issues related to the application.
• Communicating with customers/partners/vendors/sales/CSM teams (where required) to resolve technical issues.
• Documenting technical issues and resolutions.Providing guidance/training on how best to use the application.
• Testing new software releases/updates.
• Collaborating with sales/customer success team on demo sessions.
• Involvement in project implementation & system configuration.
  
  

Core Competencies Required

• Communication Skills
• Clearly explains technical concepts to non-technical users.
• Listens actively to understand customer concerns and responds appropriately.
• Documents technical issues, resolutions, and best practices effectively.
• Engages with internal teams (Sales, Customer Success, Development) to coordinate solutions.
• Analytical Skills
• Identifies root causes of technical issues through systematic troubleshooting.
• Interprets system logs and performance data to detect potential problems.
• Suggests process improvements based on recurring support cases.
• Evaluates different solutions and selects the most effective one.
• Customer Service Skills
• Responds to customer inquiries with patience and professionalism.
• Provides step-by-step guidance and training on application usage.
• Follows up with customers to ensure their issues are fully resolved.
• Maintains a positive and service-oriented attitude, even in challenging situations.
  
  

Qualifications Or Requirements

• Candidates must possess at least a Bachelor’s Degree in Cognitive Science/Learning Science or IT-related field. An Advanced Diploma or equivalent certification is also acceptable.
• Excellent communication skills – written, verbal, interpersonal (English & Bahasa Malaysia; Mandarin is a plus).
• Strong analytical/problem-solving skills – ability to identify issues/procedures/problems/formulate practical course of action.
• Teamwork – ability interact effectively across different levels of staff/management/partners/clients.
• Previous experience in application support/customer service/IT is also beneficial.