Application/ Customer Support Associate - Immediate Hiring

Salary: RM 2,500 – RM 3,000 per month

Responsibilities:

• Provide L1 technical support for web-based and in-house applications on a 24/7 rotational shift basis.

• Support customers directly via chat, ensuring clear, professional, and timely responses.

• Log, track, and update incidents in the internal ticketing system for troubleshooting records and escalation purposes.

• Troubleshoot and resolve application issues promptly, prioritizing based on severity, business impact, and urgency.

• Monitor system operations, perform initial diagnostics, and escalate unresolved cases to L2/L3 support teams when required.

• Conduct routine system health checks and proactive monitoring to identify and mitigate potential issues early.

• Document troubleshooting procedures and contribute to the knowledge base for future reference.

• Collaborate with cross-functional teams to improve application performance, streamline workflows, and enhance service quality.

• Provide feedback on recurring technical issues to support preventive measures and long-term stability.

Requirements:

• Candidate must possess at least a Certificate/ Diploma or equivalent qualification.

• At least 1 year of working experience in IT support or related field.

• Preferably Junior Executive specializing in IT/Computer Network/System/Database Administration or equivalent.

• ITIL or professional certification is an added advantage.

• Basic IT /technology knowledge.

• Computer literate (MS Office).

• Strong problem-solving and analytical skills with attention to detail.

• Flexibility to work on 24/7 rotating shifts (3 rotational shift basis), including midnight shift, weekends and public holidays.

• Proficiency in Mandarin and English is required to effectively communicate with our Mandarin-speaking clients from China.