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Junior Second Line Support Specialist

inDrive

inDrive

Customer Service
Kuala Lumpur, Malaysia
Posted on Friday, June 14, 2024

Junior Second Line Support Specialist

Malaysia, Kuala Lumpur

  • Office
  • Shift work
  • Junior

We are looking for a Junior Second Line Support Specialist based in Malaysia, Your primary responsibility will be to handle escalated technical issues that cannot be resolved at the first line of support, ensuring timely resolution and maintaining high levels of customer satisfaction.

Responsibilities

  • Complex Issue Resolution: Handle escalated technical issues requiring deep knowledge and expertise.
  • Product and Service Expertise: Possess detailed knowledge of the products, services, and technologies provided by the organization.
    Incident Escalation: Serve as the next level of support when the first line encounters issues beyond their competence.
  • Knowledge Base and Documentation: Contribute to the creation and maintenance of knowledge base articles and technical documentation.
  • Collaboration with First Line: Work closely with the first line support to share knowledge, provide training, and improve the overall support process.
  • Root Cause Analysis: Conduct in-depth investigations to determine the causes of recurring or systemic issues.
  • Product Feedback: Provide feedback to product development teams based on the types of issues encountered.
  • Custom Solutions: Develop custom solutions for complex technical issues that do not have standard fixes.
  • Quality Control: Monitor and ensure that support interactions meet established standards for quality, accuracy, and customer satisfaction.
  • Performance Metrics Tracking: Keep track of key performance indicators (KPIs) to assess and improve the team's performance.
  • Compliance and Security: Ensure all interactions and solutions comply with relevant industry regulations and security standards.

Qualifications

  • A Bachelor's or Master's degree is an advantage.
  • Work Experience: Minimum of 2 years of relevant experience in technical support.
  • Advanced troubleshooting skills.
  • Experience with Help Desk and ticketing systems.
  • Good command of English.

Conditions & Benefits

  • Hybrid work schedule
  • Stable salary, health insurance
  • Unlimited opportunities for professional and career growth, regular external and internal training from our partners
  • The opportunity to become part of an international team of professionals who create one of the greatest success stories in the global IT industry
  • Initial training
  • Probation period up to 3 months

We offer you all the conditions for professional and personal growth with a rapidly growing tech company. Your resume will be considered within 21 calendar days of receiving it. If your experience meets the requirements of our company, we will contact you.

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