Deskripsi Pekerjaan
Are you a seasoned technical leader with a passion for IoT and telematics? Cartrack is seeking a dynamic Technical Support Manager / Team Lead to join our expanding team at KL Eco City. In this pivotal role, you will be the heartbeat of our technical support operations, ensuring that our cutting-edge telematics solutions deliver maximum value to our clients.
You will lead a high-performing team responsible for troubleshooting complex system issues, managing technical escalations, and optimizing support workflows. We are looking for a proactive problem-solver who can bridge the gap between technical complexity and customer satisfaction. If you thrive in a fast-paced environment and are driven by continuous improvement, we want to hear from you.
Tanggung Jawab
- Lead and mentor the technical support team to provide high-quality, efficient service for IoT/telematics hardware and software.
- Manage high-level technical escalations, acting as the primary point of contact for critical client system issues.
- Monitor and analyze system performance metrics to identify trends, bugs, and areas for process optimization.
- Drive continuous improvement initiatives to enhance support documentation, response times, and customer satisfaction (CSAT) scores.
- Collaborate cross-functionally with Engineering and Product teams to provide feedback on system bugs and feature requests.
- Implement and maintain robust Standard Operating Procedures (SOPs) for support workflows.
- Prepare regular performance reports for senior management regarding team productivity and system stability.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 5-7 years of experience in technical support, with at least 2 years in a leadership or managerial capacity.
- Proven hands-on experience in IoT, telematics, or SaaS-based technical environments.
- Strong analytical skills with the ability to troubleshoot complex hardware/software integration issues.
- Excellent leadership, communication, and interpersonal skills in English and Malay.
- Proficiency in CRM systems (e.g., Salesforce, Zendesk) and technical monitoring tools.
- Ability to thrive in a high-pressure environment while maintaining a focus on customer-centric solutions.