Customer App Support Specialist - Petaling Jaya, Malaysia, Selangor - Food Market Hub

Description

Our Customer Experience team is more than just a group of individuals – we are a close-knit team dedicated to creating meaningful and lasting connections with our customers. We believe that our collective strengths are far greater than the sum of our individual talents. Are you a self-starter, collaborative and passionate about scaling a fast-growing business

We are seeking knowledgeable Application Support to monitor and maintain the efficiency

of our software application. In this role, your duties will include managing customers queries, reporting issues to our software engineering team and collaborating with your colleagues in the Customer Success team. You will be required to provide IT support to our clients through whatsapp chat and other creative ways, to support their experiences.. To ensure success as an Application Support, you should possess extensive experience in providing application support in a fast-paced environment.

Role Scope

• Due to the nature of the role, we prefer a candidate who can speak, read and write in Mandarin to serve our Chinese customers.
• Expert in providing solutions to users questions
• Providing software application support to our clients by responding to their queries
• Performing analysis on software application functionality and suggesting improvements.
• Ensuring effective front end and back end functionality of applications.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Escalating serious concerns to the Senior Support and Software Engineer team.
• Keeping record of configuration changes.
• Documenting processes and monitoring application performance metrics.
• Providing front end support to clients and colleagues in other departments.
• Experience in application support role
• Self motivator
• Ability to provide front end support clients through phone calls/web live chat.
• Advanced proficiency in determining the causes of application errors and reporting them.
• Ability to keep up with innovation in application design.
• Strong communication skills.
• Experienced in support of the ERP/POS system and familiar is a plus.