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Technical Support

RM 3,500 - RM 3,999 / month

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Key Responsibilities • Customer Support & Issue Resolution o Deliver prompt, professional front-line technical support via phone, email, and remote sessions. o Resolve product functionality, configuration, and environment-related issues. o Maintain a high level of customer satisfaction by managing and addressing inquiries efficiently. • Troubleshooting & Escalation o Perform initial diagnosis of issues and provide solutions or escalate to Tier 2/3 as appropriate. o Document troubleshooting steps, resolutions, and root causes in internal systems. o Collaborate with cross-functional teams (Engineering, QA, Product) when necessary. • Installation & Maintenance o Assist clients with remote installation, setup, and upgrades of software solutions. o Validate system requirements and guide customers through configuration best practices. • Continuous Learning & Improvement o Stay up to date with software updates, industry trends, and new technologies. o Participate in training sessions and contribute to internal knowledge-sharing initiatives. o Provide feedback to improve product performance and customer experience. • Documentation & Reporting o Maintain detailed case logs, documentation, and records of interactions. o Help improve and create support documentation and troubleshooting guides. Required Skills & Qualifications • Technical Knowledge o 1–2 years of experience in technical support, help desk, or related IT role preferred. o Strong understanding of networking principles (TCP/IP, DNS, DHCP). o Familiarity with Windows OS (desktop and server), Active Directory, and system administration. o Experience or exposure to virtualization technologies (VMware, Hyper-V) is a plus. o Proficient in using remote desktop and diagnostic tools. • Soft Skills o Excellent verbal and written communication skills. o Strong analytical and problem-solving abilities. o Ability to remain calm and effective under pressure. o Customer-first mindset with a passion for delivering high-quality support. o Self-starter who can work independently and within a team.