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.