Client Support

We seek a highly motivated Client Support to join our client's team. You will be responsible for proactively monitoring system performance, your ability to handle escalations, ensure effective communication, and optimize operational processes will be key to your success in this role. This is a remote position based in Malaysia.

Key Responsibilities:

• Competent enough with all systems for customer support via proactive monitoring, providing metrics for system and process performance, and ensuring system backups are processed regularly.
• Responsible for managing the interface with all functions at all levels within the organization and with institution customers that consist of research, business, and external partner units.
• Familiar with product and project management, bridging between Operations Support and DevOps team, focusing on better product and working environment.
• Can mediate escalating situations that would cause major incidents to ensure coordination of resolving parties, effective communication to stakeholders, post-incident review and documentation, and fine-tuning of operation management processes.

Key Qualifications:

• Min. 3 years of experience in a relevant role.
• Proficient in English and Chinese Mandarin (Written and Verbal).
• Familiarity with server logs and monitoring tools.
• Knowledge of web servers, network protocols, and DNS.
• Prior experience in Tech company or customer service environment.
• Excellent communication skills both written and verbal.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and attention to details.
• Willingness to work on a 24/7 rotational skills shift, including weekends and holidays. Working hours will be based on rotation and shift (9-10 working hours).