Application Support (Lvl 1, Lvl 2, Lvl 3)

Key Responsibilities
Customer Support & Training

Serve as the first point of contact for customers, providing guidance and technical assistance through phone, email, social media, or on-site visits.

Conduct system setup, user onboarding, and training sessions to ensure effective utilization of company software.

Build sustainable relationships with customers through open, timely, and professional communication.

Handle and resolve customer inquiries, feedback, and complaints efficiently, ensuring high levels of customer satisfaction.

Follow up with customers to ensure issues are fully resolved and identify opportunities for improvement or upselling.

Maintain accurate records of customer interactions, system setup details, and service reports.

Technical Support & Maintenance

Troubleshoot software, hardware, and networking issues effectively and escalate where necessary.

Perform preventive maintenance, data backups, and routine checks to ensure system reliability.

Prepare and update user guides, FAQs, and system documentation.

Collaborate with internal teams to test, improve, and enhance product performance and user experience.

Ensure customer systems are running efficiently and are compliant with operational standards.

Reporting & Administration

Prepare regular reports and presentations on support performance and customer satisfaction.

Track and update cases in the Helpdesk system, ensuring all tickets are addressed promptly.

Recommend product improvements or service enhancements based on customer feedback and usage trends.

Support internal and external audits related to system usage or customer data when required.

General Duties

Complete assigned tasks within quality standards and expected timelines.

Remain on standby beyond normal hours (including weekends or public holidays) when required for urgent technical support.

Participate in company activities such as exhibitions, workshops, or training sessions as needed.

Adhere to company policies, confidentiality obligations, and data protection standards.

Requirements

Diploma or Degree in Information Technology, Computer Science, Business IT, or a related field.

Minimum 1–2 years of experience in application support, IT helpdesk, or software training (fresh graduates are encouraged to apply).

Strong technical aptitude in software installation, troubleshooting, and maintenance.

Good understanding of Windows operating systems, networking basics, and data backup processes.

Excellent communication skills in English (Mandarin proficiency is an added advantage).

Customer-oriented with good problem-solving and analytical thinking skills.

Able to work independently and manage multiple support requests efficiently.

Possess own transport and willing to travel within Malaysia when required.

Willing to work beyond office hours or weekends when necessary to support operations.

Remuneration Packages

Salary: RM 3,000 – RM 4, 000 + Allowances (negotiable up to 8k depending on which support level they are, level being at highest)

EPF, SOCSO, EIS contributions as per statutory requirements

Medical Claim: Up to RM 500 annually (pro-rated) upon confirmation

Good Health Bonus: Full medical claim amount rewarded if no medical leave or claims made during the year

Working Days: Monday – Friday (5 days)

Working Hours: 8.00 am – 5.30 pm