Technical Support Specialist

Responsibilities • Responsible in resolving technical issues and providing support to stakeholders • Support the launches of products and features, working with both business op and engineering to gather requirements, configurations setup and testing for related products. • Responsible for helping to improve reliability, stability and scalability challenges with other engineering teams. • Resolve technical issues that cannot be resolved through normal operations and maintenance procedures. • Support the launches of products and features, working with both business op and engineering to gather requirements, configurations. • Provide leadership on incident calls in order to drive issue resolution and limit impact to the user. • Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements. • 24/7 weekly rotating shifts (morning/evening/night) with two consecutive days off. • Support the development and delivery of training programs and support documentation to other departments on new operation, maintenance, and troubleshooting procedures. • Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes. • Provide expert on-site and remote support during major software upgrades. Requirements • Must have at least 2 years experience related to support or operations (24x7 shift). • Must have been involved in supporting product / system / application launches and understanding high level SDLC. • Must have a strong understanding of support flows and procedures. • Must be familiar with working via online tools like Jira, Slack, Google Workspace, Web based email, etc. • Must know how to debug basic mobile hardware and software issues. • Must be fluent in both English and Malay. • Knowledge of customer service principles and practices. • Must be able to work independently and remotely. • Must be able to work well under pressure. • Knowledgeable in mobile operating systems (iOS, Android). • Excellent in problem solving and troubleshooting skills on mobile hardware and software. • Ability to multitask. • Good communication skills.