IT SaaS System & Support Engineer

Job Responsibility:

• Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
• Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance.
• Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction. Track and document support cases and their resolutions in a ticketing system.
• Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to effectively support customers and provide product-related guidance.
• Create and maintain design prototypes in Figma.
• Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible.
• Collaborate with the users and the product team to implement user-centered solutions.
• Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.
• Conduct product training for users.

Job Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Minimum 1-year work experience in technical support, preferably in a SaaS or software company.
• Strong problem-solving and analytical skills to diagnose and resolve technical issues.
• Reasonable foundation in algorithms and analytical skills.
• Has excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point)
• Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts clearly and concisely.
• With a customer-focused mindset with a passion for delivering exceptional customer service.
• Familiarity with ticketing systems, CRM software, and knowledge base tools.
• Ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to work in shifts and handle occasional weekend or on-call support duties.

Not Mandatory, but BONUS if:

• Strong programming skills in HTML and CSS
• Familiar with Figma
• Familiar with Hubspot
• Familiar with video editing software
• Familiar with the hotel industry

Report to Work options:

• Melaka branch

You Should Join if:

• Ready to learn things and proactive
• Feel great when you’re able to help the customer in solving technical issues
• Not afraid to find solutions on your own or to seek help from others

You should NOT join if:

• You’re afraid of tough questions and challenges
• Don’t enjoy assisting with technical bug discovery in a SaaS or software / system

Salary Range:

RM 2,500 to RM 3,000 (with performance incentive and commission)

NOTE: Do state your expected salary if you have more than three years of working experience in related roles.

Employee Benefits:

• Performance incentives and commissions
• Free flow of snacks
• Monthly potluck parties

Additional Perks for Your Role:

• HubSpot CRM Licenses (Sales Pro + Marketing Hub Pro)
• HubSpot CRM Certification (Certificate with your name on if you pass the test)
• Mobile phone call and data plan allowance
• Coursera PLUS Subscription (for training & development)

Job Types: Full-time, Permanent

Pay: RM2,500.00 - RM3,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Education:

• Bachelor's (Preferred)

Experience:

• SaaS: 1 year (Required)
• Customer retention: 1 year (Required)
• IT Support: 1 year (Required)

Work Location: In person