Deskripsi Pekerjaan
Join SEEK's dynamic support team as a Senior Frontline Support Specialist in Kuala Lumpur, where you'll become the backbone of our technical ecosystem. This pivotal role combines deep technical expertise with exceptional customer service, ensuring seamless digital experiences for our users across Southeast Asia. You'll tackle complex system challenges, optimize support workflows, and drive user productivity enhancements while collaborating with cross-functional teams. At SEEK, you'll thrive in an environment that values innovation, continuous learning, and career growth opportunities. Ideal candidates will leverage their problem-solving skills to transform technical challenges into opportunities for improvement, directly contributing to our mission of connecting talent with opportunity.
Tanggung Jawab
- Deliver high-level technical support for web platforms, mobile applications, and internal systems
- Diagnose and resolve complex hardware/software issues with minimal supervision
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides
- Mentor junior support specialists through peer review sessions and training workshops
- Collaborate with engineering teams to identify recurring issues and implement preventive solutions
- Analyze support metrics to identify trends and recommend process improvements
- Manage VIP customer escalations with exceptional service recovery strategies
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related technical field
- 5+ years of experience in technical support roles with SaaS environments
- Expertise in troubleshooting Windows/macOS, mobile OS, and cloud infrastructure
- Strong proficiency in ticketing systems (e.g., Zendesk, Jira Service Desk)
- ITIL Foundation certification or equivalent process knowledge
- Fluency in English and Bahasa Malaysia with excellent communication skills
- Experience with remote support tools and diagnostic methodologies
- Demonstrated ability to handle high-pressure situations with composure