IT System & Support Engineer

Job Responsibility:

• Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
• Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance.
• Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction.
• Track and document support cases and their resolutions in a ticketing system.
• Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to effectively support customers and provide product-related guidance.
• Create and maintain design prototypes in Figma.
• Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible.
• Collaborate with the users and the product team to implement user-centered solutions.
• Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.
• Conduct product training for users.

Job Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
• Minimum 1-year work experience in technical support, preferably in a SaaS or software company.
• Strong problem-solving and analytical skills to diagnose and resolve technical issues.
• Reasonable foundation in algorithms and analytical skills.
• Excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point).
• Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts clearly and concisely.
• Customer-focused mindset with a passion for delivering exceptional customer service.
• Familiarity with ticketing systems, CRM software, and knowledge base tools.
• Ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to work in shifts and handle occasional weekend or on-call support duties.

Not Mandatory, but BONUS if:

• Strong programming skills in HTML and CSS.
• Familiar with Figma.
• Familiar with Hubspot.
• Familiar with video editing software.
• Familiar with the hotel industry.

Report to Work options:

• Melaka branch.

You Should Join if:

• Ready to learn things and proactive.
• Feel great when you’re able to help the customer in solving technical issues.
• Not afraid to find solutions on your own or to seek help from others.

You should NOT join if:

• You’re afraid of tough questions and challenges.
• Don’t enjoy assisting with technical bug discovery in a SaaS or software/system.

Salary Range:

• RM 2,300 to RM 3,000.

Employee Benefits:

• Medical insurance coverage.
• Free Flow of Snacks.
• Casual dress code.
• Monthly Potluck Party.
• Attractive performance allowance.
• Traveling allowance.

Additional Perks for Your Role:

• HubSpot CRM Licenses (Sales Pro + Marketing Hub Pro).
• HubSpot CRM Certification (Certificate with your name on if you pass the test).
• Mobile phone call and data plan allowance.
• Conference tickets.