Technical Support Specialist

Responsibilities

• Responsible in resolving technical issues and providing support to stakeholders
• Support the launches of products and features, working with both business op and engineering to gather requirements, configurations setup and testing for related products.
• Responsible for helping to improve reliability, stability and scalability challenges with other engineering teams.
• Resolve technical issues that cannot be resolved through normal operations and maintenance procedures.
• Support the launches of products and features, working with both business op and engineering to gather requirements, configurations.
• Provide leadership on incident calls in order to drive issue resolution and limit impact to the user.
• Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements.
• 24/7 weekly rotating shifts (morning/evening/night) with two consecutive days off.
• Support the development and delivery of training programs and support documentation to other departments on new operation, maintenance, and troubleshooting procedures.
• Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes.
• Provide expert on-site and remote support during major software upgrades.

Requirements

• Must have at least 2 years experience related to support or operations (24x7 shift).
• Must have been involved in supporting product / system / application launches and understanding high level SDLC.
• Must have a strong understanding of support flows and procedures.
• Must be familiar with working via online tools like Jira, Slack, Google Workspace, Web based email, etc.
• Must know how to debug basic mobile hardware and software issues.
• Must be fluent in both English and Malay.
• Knowledge of customer service principles and practices.
• Must be able to work independently and remotely.
• Must be able to work well under pressure.
• Knowledgeable in mobile operating systems (iOS, Android).
• Excellent in problem solving and troubleshooting skills on mobile hardware and software.
• Ability to multitask.
• Good communication skills.