Two95 International

Hiring Level 2 Support Expert

Customer SupportConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listed

About the Job

Requirements

Experience in a relevant position.
Experience in software testing and correction.
Ability to maintain consistent performance under pressure.
Demonstrated troubleshooting capability and effective communication skills.
Strong knowledge or skills in at least four of the following areas: NoSQL (Mongo), Linux/UNIX systems, JSON and XML syntax, RESTful APIs, Git, or basic scripting and programming with XML, JavaScript, and Bash.
Ability to understand varied and complex product configurations and support customers through email, phone, chat, forums, and social media.
Ability to understand customer needs and keep customers' needs at the forefront of requests.

Responsibilities

Identify, resolve, or manage the resolution of system issues.
Troubleshoot platform issues raised by clients or internal teams and escalate issues that exceed the role's expertise.
Communicate with other departments and teams, keeping stakeholders and management informed.
Update and manage the knowledge base.
Manage the escalation process for issues from Level 1 support.
Mentor Technical Support Specialists (Level 1) on complex issues and configurations.
Own and track tasks within service-level agreements.
Meet individual service-level agreement targets and manage and maintain the task queue.
Troubleshoot issues, identify workarounds and solutions, and manage multiple tasks.

Desired Qualifications

Ability to develop Jenkins jobs.
Knowledge of AWS CloudWatch or Microsoft Azure.
Experience with Confluence apps, including Connect and Jira.
Knowledge of message broker systems such as AMQ.
Work experience with workflow solutions.
ITIL certification.

Hiring L2 Support Expert

Two95 International Inc. · Bangsar South, Malaysia · Full-time · Posted 2021-10-28

Workplace: on_site

Department: APAC

Description

Hiring L2 Support Expert and L1 Support

Overview:

L2 Support Expert is software focused, technology savvy and forms part of our Global Customer Support team

The role requires strong technical skills, good communication skills, troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time.

He is accountable for the individual achievement of SLA targets and manages and maintains the tasks queue.

Requirements

Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
Identify, resolve or manage the resolution of system issues
Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise
Communicate to other department and teams keeping stakeholders and management informed
Updating and managing Knowledge base
Manage escalation process of issues from L1
Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations

Own and track tasks within SLAs

Benefits

Specialist Knowledge/Experience Required

Experience in a relevant position;
Experience in software testing and correction
Consistent performance under pressure
Demonstrated success at troubleshooting and excellent communication skills
Strong knowledge/skills in at least 4 areas from the list below:
- No-SLQ (Mongo)
- Linux/UNIX systems
- JSON and XML syntax
- RESTFul API
- GIT (understanding, work experience)
- Basic scripting and programming: XML, JavaScript and Bash

Desirable knowledge/skills:

Jenkins (ability to develop jobs)
Knowledge of AWS CloudWatch or MS Azure
Experience in Confluence apps (Connect, Jira)
Message Broker system (AMQ)
Work experience with workflow solutions
ITIL Certification

Apply

Apply at Two95 International Inc.

About the Company

Two95 International

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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