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Jobs in Malaysia   »   Jobs in Petaling Jaya   »   Information Technology jobs   »   Implementation & Support Manager

Implementation & Support Manager

Petaling Jaya, Selangor, MY

RESPONSIBILITIES :

  1. Lead the Support team to provide first-tier customer support, troubleshooting and solutions for the customers,
  2. Lead the software maintenance renewal representative in monitoring all the maintenance services with customers,
  3. Assign, plan and prioritize tasks to the Support engineers,
  4. Ensure that the support team log all the reporting issues and responds to customer within the SLAs,
  5. Proactively identify and work on process improvements for the support team,
  6. Step in as the customer support lead in situation where customer requires interfacing with more senior staffs,
  7. Provide guidance to the support engineers in the day-to-day technical support functions,
  8. Create value-add to the company's business,
  9. Suggest or propose possible upsell opportunities to sales team or customers,
  10. Maintain overall high quality customer support from the team.

AUTHORITY:  Nil

QUALIFICATION / EXPERIENCE / SKILL REQUIREMENT

  1. Bachelor Degree in Computer Science/IT or relevant fields,
  2. At least 7 years experiences in customer support field, of which, at least 5 years must be in the support team leading position,
  3. ITIL-Certified practitioner is preferred,
  4. Proficiency in both written & spoken language: English (Primary), Malay, Chinese.
  5. Required skill(s): Microsoft .NET product experience, Microsoft SQL Server, Microsoft Windows Server, familiarity with Microsoft Office tools (Outlook, Word and Excel) and basic networking experience,
  6. Experience in working with complex hardware & software environment with client-server based architecture,
  7. Willingness to travel to customer site when required.

Perks & Benefits

  • Employee equity
  • Commission and bonus
  • Allowance (travel stipends, transportation, etc.)
  • Nearby public transport
  • Central location
  • Free snacks / Happy hours
  • Regular team activities
  • Company trips
  • Medical insurance
  • Personal leave
  • Open culture
  • Personal development opportunities

Job Location
15-B, Jalan SS 22/23, Damansara Jaya,
Click to view the location on Google maps

✱   This job post has expired   ✱
Company Overview

InfoConnect started business in 1994. It is involved in providing information and content management solution ranging from data capture and scanning, document and records management, forms processing, output management, business process management and integrated business management solutions, namely 1Insurance Framework and ICM Framework. InfoConnect also provides advanced software in advance analytics, business performance management and agency management for niche industries. InfoConnect wholly-owned subsidiary companies such as Docuflo (MSC) Sdn Bhd, BPI Technologies Sdn Bhd, and First Base for sales, service, research and development.

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Company Summary
InfoConnect Sdn. Bhd.
https://www.infoconnect.com.my/
51-100 employees
Computer / IT (Software)
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