Software Support Engineer - Petaling Jaya, Malaysia - Delima

Description

Role Description & Responsibilities

Your specific responsibilities will include, but not limited to:

• Aim for Users, Customers & Partners satisfaction thanks to Superior Technical Expertise by answering requests, monitoring usage, listening to feedbacks and communicate improvements
• End-to-End ownership and handling of customer request from opening until closure ensuring customer satisfaction whilst promoting R&D Best Practices through interaction with customer/users.
• Be the Dedicated Technical Expert for selected Premium Customers to manage 'Service Requests' & ensure our delegated Partners are delivering against their Support SLA on each Service Request.
• Participate customer cadence call, on demand, to convey technical expertise and deliver plans to enhance value & satisfaction.
• Manage production down situations for mission critical systems: deliver best in class resolution plan and communicate according to Customer (e.g. onsite intervention, cadenced remote operations, follow the sun operations)

Qualifications

• Equipped with Tertiary qualification, with degree or professional Computer Science/Software Engineering/IT certifications.
• Understanding of OO Modeling (UML), 3GLs or 4GL with relevant domain/industry knowledge.
• Working knowledge on Service Requests Management Process and Tools is an added advantage.
• Highly self-motivated with strong communication and written skills in English
• Crisis and issue management combined with a strong logical/analytical thinking/troubleshooting mindset
• Solution driven, customer friendly personality, comfortable working with people at every level of the company

What's in it for you

• Very attractive shift allowance
• Gain exposure to a wide variety of industry experiences and IT technologies
• Work with smart and fun colleagues for the best working experience and culture
• Grow yourself and your career in conducive and supportive environment
• Hybrid 'Work from home' arrangement within company policies and guidelines

Diversity statement

As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.