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.