System Support Engineer

About the role

System Support Engineers provide the day to day operational support and consultation to both Mywave external and internal customers on Mywave Application, EmplX. They are the 1st level contact point of all the customers. System Support Engineers will be working closely with the company Software Developers/Designers for the 2nd level support or consultation on Mywave Application.

Key responsibilities

• Provide Technical/Application Support to internal and external customers in regards with the Mywave Application through phone calls, email and Live Chat.
• Ensure all issues reported by customers are recorded in the ticketing system and resolved or escalated to the proper escalation point in timely fashion.
• Lead communications/expectations to customers at all levels to maintain positive relationships.
• Take ownership of technical issues reported, work closely with development team as necessary to close case.
• Document troubleshooting and problem resolution steps.
• Participation in providing training to customers as required.
• Products subject matter expert including acquiring new technologies to enhance capability to support customers efficiently and effectively.

Requirement

• Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• Working experience as programmer/system analyst or technical support is added advantage.
• PHP, HTML, JavaScript and in-depth knowledge of MsSQL/MySQL/PostgreSQL Database for web development.
• Fast learner with strong analytical, assessment and problem-solving skills.
• Strong SQL skills.
• Outstanding customer service, organizational, communication skills (written and verbal skills) and excellent phone manner.

Pay: RM3,000.00 - RM4,500.00 per month

Benefits:

• Additional leave
• Flexible schedule
• Maternity leave
• Opportunities for promotion
• Professional development
• Work from home

Work Location: In person