Position : Application Support Shift Lead
Salary : RM 5,000 – RM 6,500
Location : Damansara Uptown
Working Days / Time : 6.00pm to 6.00am (Night Shift)
Job summary
This role is to provide support and maintenance of software applications for customer 24/7/365 in shifts which include evening, night, weekends and public holidays. It also requires team management, task delegation and overall monitoring.
Responsibility
· Lead and supervise and ensure smooth operation and timely resolution of issue.
· Delegating tasks to team members as needed, ensuring clear responsibilities.
· Responding to and resolving user-reported issues related to software application via phone, email, and or ticketing systems during your shift.
· Ensure all support activities comply with service level agreement (SLAs) and quality standards.
· Monitor and prioritize incoming support tickets, ensuring that critical issues are addressed promptly and escalated as necessary.
· Handle escalated support tickets, providing high-level troubleshooting and issue resolution.
· Contribute to and maintain a knowledge base with solutions for frequently encountered issues.
· Provide excellent customer service by keeping users informed of the status of their request, troubleshooting steps and resolution timelines.
· Track, follow up and resolve any outstanding customer issue.
· Generate shift report for the management team, highlighting key issue resolution and any trends in application-related incidents.
Requirement
· Candidate with at least diploma in IT related field.
· At least 3 years of working experience in the related field.
· Strong experience in application support, preferable senior or leadership role.
· In-depth understanding of application workflow, software systems and common technical issues.
· Good command in written and spoken English, additional languages are always a plus.
· Good in SQL command and networking.
· Able to multitask, fast learner and setting priorities of work within deadlines.
· Product training will be provided.
· Friendly and positive attitude.
Job Types: Full-time, Permanent
Pay: Up to RM6,500.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
Schedule:
- Day shift
- Night shift
Supplemental Pay:
- Performance bonus
- Yearly bonus
Work Location: In person
