Senior Support Analyst - Kuala Lumpur, Malaysia - Vontier

Description

1. Support

• Troubleshooting hardware and software issues through to resolution

• Attending and participating customer meetings in relation to support (onsite & remote)

• To act as the first escalation point for customers

• Confirm the issue and liaise with relevant department for fix or functional modification

• Coordinate and plan for release into support upon discussion and confirmation

• Key point of contact with internal departments in regard to incident progress; ensure visibility and updates as required

• Information gathering for project transition / support handover as required

• Interface with customers and customer agents, escalating as required to keep relevant stakeholders updated and informed of the issues and communications with customers

• Work collaboratively with the Support Team; ensuring informed and updated on status and resolution plans to maintain customer and partner satisfaction levels

• Assist with training to external and internal customers as required

• Proactively developing recommendations for procedures to prevent problems

• Documenting common support procedures that coworkers can follow

• Engage with development team to deploy fixes and maintenance releases to production site

• Available for on call support for customers with 24/7 support contract (on a rotating roster)

• Coordinate delivery of support services directly and through support team ensuring a seamless delivery of support services to our customers and partners

• Ensure adherence to contractual Service Level Agreements (SLA's)
2. Relationship Management

• Relationship management for post-production customers, partners and agents

• Maintain quality relationships with suppliers, partners and agents.
3. Project Management

• Manage post production customer projects for Invenco Group Limited owned contracts

• Coordinate with partners and agents to provide support services for projects
4. System Management

• Ensure appropriate and correct logging and assignment of issues in JIRA/Salesforce

• RMA system maintenance and management – training as required
5. Reporting

• Assist with collation and interpretation of data for monthly reporting

• Provide reports on trends and data analysis monthly, based on KPI & SLA's

• RMA reporting as required

• Provide agreed contractual reporting to customers as required

• Design and generate ad-hoc reports for external and internal customers as required

Essential:

• Tertiary qualification in Engineering or Computer Science

• 4+ years support analyst experience within an IT environment; providing application or site systems support to level 3 (or advanced support at level 2)

• Experience being front line with customers (meetings, support matter discussions) is a must

• Technical skills including high level understanding of software development, network systems, software test

• Problem investigation and resolution experience in a software environment

• Experience with SQL and XML at a senior level

• Knowledge of electronic payment systems and relevant security standards

• Knowledge of ITIL service management processes

• Knowledge of retail systems (particularly in the petroleum industry)

• Excellent communication skills both written and verbal

Desirable:

• Experience supporting payment systems (e.g. banking/finance industry)

• ITIL Foundation certificate or professional Help Desk certification

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities.

Gilbarco is a leading global supplier of fuel dispensing equipment, fully integrated point of sale systems for the global petroleum marketplace with sales, manufacturing, research, development, and service locations in North and South America, Europe, Asia, the Pacific Rim and Australia.

WHO IS VONTIER