Our client: IT solutions Provider, MNC with presence in over 116 countriesLocation: Bangsar SouthSalary : Up to MYR 8K + shift allowance

Responsibilities:

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
  
• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
  
• Identify, resolve or manage the resolution of system issues
  
• Troubleshoot platform issue raised by clients or Adstreamers andescalate to the next level if can’t be solved beyond the expertise
  
• Communicate to other department and teams keepingstakeholders and management informed
  
• Updating and managing Knowledge base
  
• Manage escalation process of issues from L1
  
• Mentor Technical Support Specialists (L1) to help themunderstand more complex issues/ configurations
  
• Own and track tasks within SLAs
  

Ideal Candidate:

• Excellent communication skills and have handled global clients before.
  
• At least 3 years of experience in application support
  
• Has exposure to ticketing tools.
  
• Troubleshooting via logs, experience in FTP
  
• knowledge on scripting and Unix/Linux
  
• Experience in AWS will be good, but not compulsory
  
• willing to work under shift
  
  PM me for more details or write to me at annie.kanusamy@rfhrsolutions.com