Job Description

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.

Job Requirements

• Degree in Computer Studies or Information Technology or related discipline.
• Exposure to or strong interest in Enterprise IP Telephony (IPT), Unified Communications (UC) and Contact Cetner (CC) solutions, including:
• Enterprise telephony platforms (e.g., Avaya, Cisco, Microsoft Teams Voice)
• Cloud Contact Center Platform (Genesys, Talkdesk)
• VoIP, SIP, call routing, and Session Border Controllers (SBC)
• Unified Communications tools (voice, video, messaging, conferencing)
• Contact center platforms and applications (call routing, IVR, email, chat, social media, agent desktops, recording, reporting, workforce management) 
• Familiarity with or willingness to learn AI-powered technologies in the UC and CC space, such as:
• Conversational AI (chatbots, voicebots, virtual assistants)
• AI-driven analytics (speech analytics, sentiment analysis, call summarization)
• Generative AI for agent assistance, knowledge suggestions, and email/chat drafting
• Automation tools for reporting and workflow optimization
• Experience or internship exposure in software/system support, technical troubleshooting, or customer support.
• 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. 

Skills