Technical Support Specialist
GXBank
Date: 2 weeks ago
City: Petaling Jaya
Contract type: Full time
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.
- 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.
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