[ref. p46763617] Technical Support Engineer (Fresh Graduate) - Petaling Jaya

We are looking for a motivated IT Graduate to join our team. The ideal candidate will possess a strong technical foundation, a keen willingness to learn, and a proactive, self-driven attitude. In this role, you will be responsible for diagnosing and resolving technical issues, supporting end-users with expert guidance, and contributing to the delivery of high-quality service experiences.

Please note that this position may require occasional travel to customer sites.

Key Responsibilities:

• Technical Support: Provide expert-level technical support for software applications and services ensuring swift and effective resolution of technical issues.
• Customer Service: Actively engage with customers to understand their technical problems, providing timely and effective solutions that enhance customer satisfaction.
• System Monitoring and Maintenance: Continuously monitor the software system for performance issues, proactively detecting and addressing potential problems to maintain optimal system functionality.
• Process Improvement: Contribute to the development and enhancement of support processes. For example, create automation tools to simplify data entry process and extract information from the system, improving efficiency and accuracy.
• Continuous Learning: Stay updated with the latest technologies and best practices in contact center solutions and software engineering ensuring the application of cutting-edge techniques and knowledge in daily tasks.
• Degree in Computer Studies or Information Technology or related discipline.
• Proven experience in software system support, technical trouble-shooting or related customer support role.
• Technologies Exposure:
• Omnichannel contact center solutions involving voice, email, chat, social media, etc.
• Web API architecture, including SOAP Web Services and REST APIs.
• Programming/scripting languages (Python, JavaScript, etc.).
• Understanding of Customer Relationship Management or Case Management Solutions such as Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, etc.
• Reporting Customization or Automation Development.
• Excellent Communication with ability to clearly articulate ideas and concepts in spoken language. Proficiency in English and Malay is mandatory.
• Possess a strong customer service mindset, focusing on understanding and addressing customer needs, providing exceptional support, and ensuring a positive customer experience.
• Forward thinking and strong problem-solving skills.
• Self-sufficient and proactive individual with a demonstrated ability to work independently, managing their tasks efficiently and effectively while prioritizing their work to meet the support service level.