Deskripsi Pekerjaan
Are you a tech-savvy problem solver with a passion for delivering exceptional customer experiences? KMS AUTOMATIC is seeking a dedicated Software Support Specialist to join our expanding team in the vibrant city of Ipoh, Perak. As a key member of our support department, you will be the frontline of technical excellence, ensuring our clients receive the highest standard of assistance for our comprehensive suite of software solutions.
In this role, you will handle a variety of technical inquiries, troubleshoot system issues, and provide clear, actionable guidance to users. Your work will directly impact client satisfaction, retention, and the smooth operation of their businesses. You will collaborate closely with our development and product teams to identify recurring issues and contribute to the continuous improvement of our software.
At KMS AUTOMATIC, we invest in our people. We believe in fostering a collaborative and growth-oriented environment where your skills in communication and technical analysis can thrive. You will gain exposure to diverse industries and complex systems, building a robust career foundation in Information & Communication Technology.
If you are proactive, patient, and eager to take on new challenges, we want to hear from you. Join us in driving automation and technological efficiency for our valued clients.
Tanggung Jawab
- Provide first-level and second-level technical support to clients via phone, email, and ticketing systems.
- Diagnose, troubleshoot, and resolve software-related issues efficiently and accurately.
- Document all support interactions and resolutions in the company knowledge base.
- Escalate complex technical issues to the development team with detailed reports.
- Conduct remote training sessions to help clients maximize software value.
- Collaborate with QA and product teams to identify bugs and suggest enhancements.
- Monitor system performance and proactively identify potential issues.
Kualifikasi
- Diploma or Bachelor's Degree in Computer Science, Information Technology, or a related field.
- Proven experience in a technical support or software support role.
- Solid understanding of software systems, databases (e.g., SQL), and networking fundamentals.
- Excellent verbal and written communication skills in English.
- Ability to explain technical concepts to non-technical users clearly and patiently.
- Experience with ticketing systems (e.g., Jira, Zendesk) is a plus.
- Strong problem-solving skills and a customer-centric mindset.
- Willingness to work full-time in Ipoh, Perak.