BackAssociate Specialist, Technical Support
NEW
Kuala Lumpur, Malaysia
Permanent
Duties & Responsibilities
- Manage cases from Zendesk that escalated to Technical Support related to Merchant.
- Handle all the request or query from Merchant via Lark, Whatsapp and Zendesk Tickets
- Setup log monitoring and investigate when alarm is triggered.
- Gather problem logs or DB logs then escalating to the right team/individuals.
- Gather data from logs or DB for reporting or statistic analytic.
- Working closely with Site Reliability Engineer (“SRE”) and Quality Assurance (“QA”) team.
Requirements
- Degree in Computer Science or closely related Engineering field, or equivalent work experience.
- Experience of tracing and resolving issues using logging, DB query and other support tools
- Excellent analytical and problem-solving skills.
- Persistence and determination to fully root-cause and resolve complex issues.
- Strong written and verbal English communications skills. Understanding Mandarin will have advantage.
- In addition, you will need a proven ability to operate in extreme high-pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
- Must be willing to work in a fast paced and growing business and global environment where some travel maybe required.
- Mobile and Java developer knowledge will have advantage
