Technical Support Specialist

GXBank


Date: 3 hours 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.

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.

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