Support Engineer (New Office in Johor Bahru)

<p><strong><span data-contrast="none">Overview</span></strong><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":240}"> </span></p> <p>We are seeking bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.</p> <p><strong><span data-contrast="none">What will you be doing?</span></strong><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":240}"> </span></p> <p>As a Support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing.<span data-contrast="none"> </span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":240}"> </span></p> <p><span data-contrast="none">Your </span><span data-contrast="none">responsibilities </span><span data-contrast="none">will </span><span data-contrast="none">include</span><span data-contrast="none">:</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":240}"> </span></p> <ul> <li>Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.</li> <li>Ensure customer satisfaction in Project Support and Maintenance</li> <li>Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.</li> <li>Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues</li> <li>Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed.</li> <li>Manages the status of issues raised and ensure they are resolved effectively in a timely manner.</li> <li>Continually evaluate existing processes to streamline and enhance customer support activities.</li> <li>Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.</li> <li>Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.</li> <li>Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.</li> <li>Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.</li> </ul> <p><strong><span data-contrast="none">OK, </span></strong><strong><span data-contrast="none">I’m</span></strong><strong><span data-contrast="none"> interested… i</span></strong><strong><span data-contrast="none">s</span></strong><strong><span data-contrast="none"> this the job for </span></strong><strong><span data-contrast="none">me</span></strong><strong><span data-contrast="none">? </span></strong><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":240}"> </span></p> <p><span data-contrast="auto">We look for people who value agility, </span><span data-contrast=