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Implementation Cum Support Manager

Implementation Cum Support Manager
Selangor   Petaling Jaya
Full Time   IT / Hardware
INFOCONNECT SDN. BHD.

Post18 Jun2020
Expiry17 Aug2020

Job Information

Position : Implementation Cum Support Manager
Company : INFOCONNECT SDN. BHD.
Contract : Full Time

Salary : Undisclose

Location : Petaling Jaya, Selangor
Postcode :

Posting Date : 18 Jun 2020
Closing Date : 17 Aug 2020

Academic Qualification :
Language Requirement : No

Job Description


Job Responsibility

RESPONSIBILITIES :

  • Lead the Support team to provide first-tier customer support, troubleshooting and solutions for the customers,
  • Lead the software maintenance renewal representative in monitoring all the maintenance services with customers,
  • Assign, plan and prioritize tasks to the Support engineers,
  • Ensure that the support team log all the reporting issues and responds to customer within the SLAs,
  • Proactively identify and work on process improvements for the support team,
  • Step in as the customer support lead in situation where customer requires interfacing with more senior staffs,
  • Provide guidance to the support engineers in the day-to-day technical support functions,
  • Create value-add to the company's business,
  • Suggest or propose possible upsell opportunities to sales team or customers,
  • Maintain overall high quality customer support from the team.

  • Job Requirements

  • Bachelor Degree in Computer Science/IT or relevant fields,
  • At least 7 years experiences in customer support field, of which, at least 5 years must be in the support team leading position,
  • ITIL-Certified practitioner is preferred,
  • Proficiency in both written & spoken language: English (Primary), Bahasa Malaysia, Mandarin
  • Required skill(s): Microsoft .NET product experience, Microsoft SQL Server, Microsoft Windows Server, familiarity with Microsoft Office tools (Outlook, Word and Excel) and basic networking experience,
  • Experience in working with complex hardware & software environment with client-server based architecture,
  • Willingness to travel to customer site when required.

  • Job Benifits

    Perks & Benefits

  • Employee equity
  • Commission and bonus
  • Allowance (travel stipends, transportation, etc.)
  • Nearby public transport
  • Central location
  • Free snacks / Happy hours
  • Regular team activities
  • Company trips
  • Medical insurance
  • Personal leave
  • Open culture
  • Personal development opportunities
  • EPF, SOCSO
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