Relocation to Kuala Lumpur, Malaysia will be provided, including the necessary work/residence permit.
Job Description:
We are seeking a highly skilled and motivated Technical Support Specialist to join our team. The ideal candidate will possess
strong technical expertise and a practical understanding of various web technologies, identity and access management, and enterprise-level customer support.
This role requires a proactive individual who can manage complex cases effectively and provide exceptional customer service.
Key Responsibilities:
- Provide technical support to enterprise-level customers across multiple channels, including correspondence, live chat, screen-share, and phone.
- Utilize strong technical knowledge in web technologies, Identity and Access Management (SSO, IDPs, Provisioning), Graph and SCIM APIs, and more.
- Manage and resolve complex issues related to webhooks, live streaming, mail servers, networks, MAM/MDM/EMM, ensuring customer satisfaction.
- Operate fluently with various operating systems (Windows, Mac, iOS, Android), Microsoft Suite, and ticket management software (e.g., Zendesk, Salesforce).
- Self-manage and solve problems with minimal supervision, demonstrating the ability to absorb and synthesize high volumes of technical documentation and product information.
- Handle 20-25 complex cases daily, employing structured multitasking and prioritization skills.
- Use critical thinking and analytical skills to isolate, investigate, reproduce, and resolve hardware and software issues using advanced troubleshooting tools.
- Collaborate effectively in a cross-functional team environment, adapting swiftly to constant product and process changes.
- Maintain a high level of attention to detail and diligence in following processes and procedures, providing feedback for improvement opportunities.
- Communicate confidently and empathetically, building rapport with customers through both verbal and written communication.
Qualifications:
- Minimum 2 years of experience in supporting enterprise-level customers via multiple support channels.
- Strong technical knowledge and practical understanding of web technologies and identity management.
- Experience with operating systems, Microsoft Suite, and ticket management software.
- Proven ability to absorb complex information from multiple sources and manage high volumes effectively.
- Excellent critical thinking, analytical, and troubleshooting skills.
- Collaborative mindset with strong interpersonal skills for cross-functional teamwork.
- Flexibility and agility in adapting to a fast-paced and constantly evolving environment.
- Detail-oriented with strong process adherence and feedback provision.
Preferred Experience:
- Background in a support tiered model.
- Certifications in relevant technical areas
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