Job Description

This role is to provide support and maintenance of software applications for customers 24/7/365 in shift which include evening, night, weekends or holidays to streamline their business operations.

• Create, track, and update support tickets within the system to document issues, solutions, and user interactions.
• Respond to and resolve user-reported issues related to software applications via phone, email, or ticketing systems during your shift.
• Perform basic troubleshooting and resolve common technical issues.
• Escalate complex or unresolved issues to Team Leader, following the appropriate escalation procedures.
• Ensure a smooth handover of ongoing issues or tasks for the next shift, including detailed documentation of the status of open tickets.
• Contribute to and maintain a knowledge base with solutions for frequently encountered issues.
• Provide excellent customer service by keeping users informed of the status of their requests, troubleshooting steps, and resolution timelines.
• Adhere to all operational processes, including service level agreements (SLAs), security guidelines, and internal documentation standards.
• Track, follow-up and resolve any outstanding customer issues.
• Perform any ad-hoc tasks assigned by management as needed.

Job Requirements

• Candidate with at least diploma in IT related field.
• 1 year of related experience or Fresh Graduates are welcome.
• Fluent in written and spoken English.
• Good in SQL command and networking tools.
• Ability to multitask, fast learner and able to set priorities to complete work within deadlines.
• Ability to diagnose and resolve application-related issues in a calm and systematic manner.
• A service-oriented mindset, with a dedication to providing positive user experiences.

Skills