Job Description

Job Summary

This newly established role aims to develop and enhance the support unit, which is currently part of the Technical Department. Success in this role requires prior experience in setting up a small unit or department and strong technical expertise, particularly in Linux, IP PBX system, Proxmox, Asterisk, Cloud server, MySQL, and VMware.

Job Description

Team Leadership and Management: 

• Lead, mentor, and develop the technical support unit team.
• Establish and refine process flows for the support unit.
• Set performance goals, monitor progress, and provide consistent feedback.
• Manage and resolve complex technical issues escalated by the team.
• Ensure prompt and effective resolution of customer inquiries and technical issues.
• Analyze customer feedback to maintain high satisfaction levels through proactive communication and problem-solving.
• Implement strategies to improve support processes and enhance overall efficiency.

Technical Expertise:

• Develop a thorough understanding of the company’s systems and products, and compile this knowledge into a centralized library.
• Keep up-to-date with industry trends and new technologies to improve support services.
• Document common issues and solutions in detail for ongoing reference.

Collaboration:

• Collaborate closely with the development, sales, and marketing teams to ensure alignment on product features and customer requirements.
• Share insights and feedback from customer interactions to guide product improvements and development.

Job Requirements

Job Requirements:

• At least a degree/bachelor's in networking, telecommunication, or any related engineering field.
• At least possess a solid of 5-year experience in technical support particularly in the network and cloud field.
• Experience setting up a new unit/ department and creating work/process flow. 
• Familiar with Linux, IP PBX system, Proxmox, Asterisk, Cloud server, MySQL, and VMware.
• Excellent problem-solving skills and attention to detail.
• Outstanding communication and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.
• Proficiency in support software and tools.
• Able to work in Bukit Jalil.

Skills