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    Support Engineer - Petaling Jaya, Malaysia, Selangor - KINESSO

    KINESSO
    KINESSO Petaling Jaya, Malaysia, Selangor

    4 days ago

    Default job background
    Full time
    Description

    Role Summary

    Kinesso is currently seeking a highly motivated, customer-oriented individual to fill the position of Support Engineer. We are looking for an enthusiastic individual who is always genuinely excited to help customers and then offer a unique and innovative solution to their problem. In this role, your primary focus will be to provide guidance and resolution on a wide range of technical and non- technical customer issues and demonstrate commitment to ensuring customer success.

    Responsibilities

    • Working as part of the Service Desk team processing enquiries, problems, and request fulfilment for Kinesso applications and technology-related issues, using documented procedures and available tools.
    • Providing effective queue management including the prioritisation, escalation, and resolution of incidents within aligned internal processes and procedures to ensure customer satisfaction and Service Level Agreements are met.
    • Identify, manage, and escalate critical customer issues to higher level technical support or vendors for resolution and ensure the incident is handled efficiently, minimizing business impact, and ensuring that operations can resume as quickly as possible.
    • Liaise closely with Senior Support and other engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
    • Perform in-house system integrations with vendors, following up until issue is resolved and customer is satisfied.
    • Actively documenting fixes and processes in the knowledge base system and share knowledge within the team.
    • Constantly analyses incident and service requests processes to help identify Service Desk training opportunities and improvement plans.

    Requirements

    • Bachelorâs degree in computer science, Information Technology, or equivalent work experience.
    • Knowledge and experience supporting Atlassian suite (JIRA, Confluence), SharePoint, Tableau, Azure, or any reporting systems is a must. Having knowledge of ad serving technology/ DSPâs/ SSPâs or RTB is an advantage.
    • Strong customer service orientation.
    • Excellent written and verbal communication skills
    • Team player, willingto work in a multicultural environment.
    • Strong problem solving and analytical skills.
    • Demonstrates accuracy and attention to detail in work.

    About Kinesso

    KINESSO is the technology-driven performance marketing agency that sits at the very heart of IPG Mediabrands, providing actionable growth for both our agency partners and clients. We turn 'action' into 'outcome' for our clients, leveraging our unique capabilities in optimization, analytics, AI, and experimentation. KINESSO has brought together the collective power of what was formerly Matterkind, Reprise, and Kinesso under one collective entity that will serve as the most powerful delivery engine in the industry. We have extensive offerings spanning across performance marketing and data and technology. Fueled by a deep understanding of consumer behavior, we offer an end-to- end engine of planning and optimization while also delivering on data-driven strategy for social platforms, actionable growth in e-commerce, and creating curated marketplaces specific to each client's function and needs. The company has more than 6,000 employees operating in more than 60 countries. Learn more at

    Why Join Us

    We offer a culture based on trust, freedom & ownership. Employees are able to manage their own time & location with flexible hours and remote working environment. We focus on productivity, ability & attitude as primary factors of success in our organization. Please note that this job is for the technology group of Kinesso with an office in Petaling Jaya.

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