When you become part of the Customer Support team, you become part of the personal connection and the first point of contact for any of our users who have questions, problems, feedback, and compliments. Working in our Customer Support team, you will surround yourself with skilled and insightful people and rapidly growing product, all in a global environment.

Responsibilities:

• Provide an excellent customer service experience by addressing inquiries over email and phone calls
• Log, investigate, and resolve MONITOR ERP System’s technical related cases within the company SLA’s standard
• Educate our customers about the best practices to help them obtain the most value from using MONITOR
• Proactively identifying opportunities for MONITOR solutions that benefit customer needs
• Bring a critical eye to each support interaction, always looking for efficiency and customer experience improvements

Qualification and competencies:

• BA Degree in Computer Science/ Information Technology or equivalent
• Demonstrable experience in System Troubleshooting and Error Debugging
• Familiar with Windows Operation System, IT Infrastructure, Computer Networking and Security
• Basic knowledge in SQL and Database Management are required
• Knowledge in Manufacturing Operations, Supply Chain Management, Case Management would be added advantage
• Excellent written and verbal communication skills in English, Bahasa Malaysia, and Mandarin are a MUST (for regional support, including China), including actively listening to customers’ concerns with empathy and patience, and asking meaningful probing questions
• Growth-oriented: You understand that an open feedback culture is there to help you grow. You're adaptable, learning and applying system knowledge quickly, working within defined policies and procedures, and using standardized tools and technology to perform job functions
• A cheerful disposition at work, enjoy working with people, and have genuine passion for making customers feel happy and understood