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This job is all about helping customers solve tech problems! You might like this job because you’ll work with teams, create helpful resources, and build strong relationships while training others on products. It's a high-impact role!
Undisclosed
Menara Suezcap KL Gateway, Kuala Lumpur
Full-Time
few days ago
Job Description
- Work efficiently with Technical Support, QA, Engineering, and Customer IT personnel to identify and solve customer issues.
- Create technical notes and develop case resolution report to contribute to the Technical Support Knowledge Base.
- Track support issues reported by customers and ensure that issues are followed through to resolution.
- Ability to create and manage cross-functional project teams to address complextechnical issues.
- Help develop specification of requirements and development of support tools to automate common support processes or customer diagnostics.
- Build and maintain strong customer relationships and contribute toward a strong customer-oriented corporate image.
- Maintain deep understanding of NextLabs product and integrated third-party products.
- Train customer IT helpdesk personnel on NextLabs products, best practices and technical procedures for operating enterprise class policy management system.
- Participation in on call rotation carrying the after hours emergency support phone/pager.
- Creation of knowledge articles for relevant cases and general issues for the NextLabs technical support knowledge base.
- Tracking/performing technical activities and processes within technical support to ensure customers are handled within defined NextLabs quality standards.
- Making decisions on case escalations based on customer business situations by working with management and executive teams.
- Representing technical support to other departments as a customer advocate.
Job Requirements
- Strong analytical skills to analyze complex technical problems and develop strategies for solution development.
- Business processes analysis skills to analyze customer process issues and develop strategies for solution development.
- System administration skills on Windows system and network environments.
- System administration skills on one or more relational database platforms such as MS SQL Server, Oracle or DB2.
- Experience with use and configuration of AD/LDAP directory services and VM Ware virtualization infrastructure will be a plus.
- Experience with programming or scripting.
- Knowledge of diagnostic tools and analysis.
- Strong organizational skills and interpersonal skills.
- Clear, effective and timely oral and written communications for IT and Management audiences.
- Self motivated and presents a positive attitude in dealing with customers and co-workers.
Right to Work Requirements
- The company is open to sponsoring a working visa for qualified candidates (subject to T&Cs)
- Candidates with an existing right to work in the country are preferred
- Local citizens of this country
- Permanent residents (PR) of this country
- Candidates who already have a work permit for this country
Working Arrangement
- On Site
Skills
Software Solutions
Windows Servers
System Administration
Microsoft SQL Servers
Scripting
Interpersonal Communications
Company Benefits
Group Insurance
Employees will be provided with medical and personal accident insurance.
Rewards
We have Quarterly and Yearly Employee Recognition Award for outstanding staff.
Medical & Dental
Employee can enjoy medical & dental care fee reimbursement.
Technology
Latest Cloud Technologies, Conducive Environment to Work & Grow
Working Enviroment
Flexible Working Hours and Casual Dress Code
Meal & Snacks
We provide free lunch once a month, coffee, tea and snacks as well.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
1 - 3 Years of Experience
Career Level
Junior Executive
Job Specialisation
Cybersecurity / Network Security, Data Science & Analytics, General IT
Company Profile
NEXTLABS (MALAYSIA) SDN BHD
NextLabs provides data-centric security software to protect business-critical data and applications. Our patented dynamic authorization technology and industry-leading attribute-based policy platform helps enterprises identify and protect data, monitor, and control access to sensitive data and prevent regulatory violations—whether in the cloud or on premise. The software automates enforcement of security controls and...