Job Description

At Inchz IoT Sdn. Bhd., we are a forward-thinking technology company committed to transforming the future of smart ecosystems. We specialize in weaving cutting-edge solutions across IoT, RFID, Industry 4.0, and IT infrastructure — and we’re expanding into game-changing technologies like Artificial Intelligence (AI), Big Data Analytics, and Blockchain to future-proof our innovations. Our mission is to bridge the gap between smart technologies and real-world application, delivering solutions that are practical, scalable, and built to optimize performance in a rapidly evolving digital world.

What You’ll Do

First-Layer Troubleshooting & Triage

• Initial Diagnosis: Provide fast, effective remote support to identify and resolve common application issues immediately upon contact.
• Issue Categorization: Analyse incoming client challenges to determine if they are configuration errors, data queries, or bugs requiring escalation.
• System Monitoring: Keep a pulse on application health to catch and log performance dips before they impact the user.
• Basic Query Support: Use basic database skills to retrieve data and answer simple client queries regarding their IoT systems.

Ticket Logging & Incident Management

• Systematic Documentation: Log every support request with precision, ensuring all symptoms, steps taken, and client details are captured.
• Tracking & Follow-up: Work with the backend and developer teams to track the progress of open tickets and ensure timely resolutions.
• Deployment Support: Support the rollout of patches and updates, logging any feedback or issues encountered during the process.

Customer Service & Empowerment

• User Education: Guide clients through basic features and best practices to reduce the frequency of repetitive support requests.
• Knowledge Base Creation: Develop "How-To" guides and FAQs based on common tickets to help clients help themselves.
• Relationship Management: Maintain a professional and helpful demeanour, serving as the trusted expert for users during stressful technical outages.

Operational Continuity

• Rotational Support: Participate in after-hours support shifts to ensure our clients have access to assistance around the clock (allowance provided).
• Process Feedback: Suggest improvements for the support workflow to make ticket logging and resolution faster and more efficient.

Job Requirements

  What We’re Looking For

• Bachelor’s degree in Computer Science, IT, or a related field.
• SQL Proficiency: Solid understanding of MySQL/SQL for data retrieval, troubleshooting, and running basic queries.
• Clear, confident communicator who can simplify tech talk for clients and teams.
• Customer service champion who builds lasting client relationships.
• Detail-oriented documenter who creates helpful guides and FAQs.
• Bonus points if you’re familiar with IT infrastructure and systems integration.

Skills