Job vacancy Software Support Consultant

Monroe Consulting Group Malaysia
Q Sentral,Level 27 Unit 27-10 2A Jalan Stesen Sentral2, KL Sentral, 50470, Kuala Lumpur
  +60 3 2771 0310

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Job Type
Job Status
Full Time
22 January, 2021
Job Title

Software Support Consultant

Job Location
Job Presentation

Executive recruitment company Monroe Consulting Group Malaysia's Professional Division have partnered with a global leader in innovation and data science. Our esteemed client is seeking exceptional people to join their Global Customer Service organization. The job is based in Penang, Malaysia.

Job Summary

To provide effective software support for the company’s customers and working closely with product management, and software developers to ensure best practice, advice and assistance are delivered successfully to all customer calls.

Key Responsibilities

  • Serve as the first point of contact via phone, email, and web-based support portal, regarding questions and issues related to multiple software products
  • Action all incidents logged, determining the priority levels of calls
  • Effectively resolve quick issues and escalate other issues to the relevant function
  • Maintain detailed call records for all internal and external customer interactions
  • Resolve incidents in accordance with the Service Level Agreements
  • Foster internal relationship with the support teams to help drive company goals
  • Contribute to the development of services and best practices, particularly around technical aspects and customer feedback
  • Develop product knowledge to possess full understanding of service capabilities and expertise across the company’s software products
  • Strive to meet all performance metrics for software support delivery
  • Proactive in identifying any potential improvements to Software Support, identifying any capability gaps and flagging to the Head of Software Support
  • Demonstrate the company’s values at all times
  • Any other additional tasks as defined by Management

Job Requirements

  • Science or IT related degree preferred or a minimum of 3 years relevant work experience
  • Basic knowledge of patent life cycle and renewals knowledge preferred
  • Consistent positive attitude and demonstrate strong customer service orientation
  • Excellent communication skills, must be clear and concise
  • Outstanding interpersonal skills, capable of developing and maintaining positive customer and business relationships, and manage demanding customers
  • Basic analytical and problem-solving skills with ability to work well under pressure
  • Competent in MS Office 365, Excel, Word, PowerPoint, MS Teams, Outlook etc
MYR 7,000 (MYR)
Valid Till
22 Mar, 2021 (24 days left)

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