Position Details: L2 Technical Support (Application)
| Location: | Kuala lumpur, Kuala Lumpur |
| Openings: | 1 |
| Salary Range: |
Description:
L2 Support Expert is software focused, technology savvy and forms part of our Global Customer Support team
The role requires strong technical skills, good communication skills, troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time.
The incumbent is accountable for the individual achievement of SLA targets and manages and maintains the tasks queue.
Responsibilities:
Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
Identify, resolve or manage the resolution of system issues
Troubleshoot platform issue raised by clients and escalate to the next level if can’t be solved beyond the expertise
Communicate to other department and teams keeping stakeholders and management informed
Updating and managing Knowledge base
Manage escalation process of issues from L1
Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations
Own and track tasks within SLAs
Requirements
Experience in software testing and correction
Must be willing to work under shift
Consistent performance under pressure
Demonstrated success at troubleshooting and excellent communication skills
ITIL Certification
Strong knowledge/skills in at least 4 areas from the list below:
• No-SLQ (Mongo)
• Linux/UNIX systems
• JSON and XML syntax
• RESTFul API
• GIT (understanding, work experience)
• Basic scripting and programming: XML, JavaScript and Bash
Desirable knowledge/skills:
Jenkins (ability to develop jobs)
Knowledge of AWS CloudWatch or MS Azure
Experience in Confluence apps (Connect, Jira)
Message Broker system (AMQ)
Click apply or email your resume to annie@careerchannel.com.my