Our ideal candidate will ensure a positive and productive relationship between the company and its clients. This role encompasses various responsibilities that bridge the gap between clients and the organization, ensuring effective communication, problem resolution, and overall client satisfaction. He/She will act as a liaison between the client and different internal teams, working to address client needs and concerns.
Roles and Responsibilities:
- Serve as the primary point of contact for end-users seeking technical assistance regarding software applications/systems, responding promptly to inquiries via phone, email, or in-person.
- Guiding users through step-by-step solutions or escalating issues to appropriate internal teams if necessary.
- Provide hands-on training to users, both one-on-one and in group settings, to enhance their understanding of software/system functionality and usage.
- Collaborate with software developers and other IT team members to identify recurring user issues and contribute to the development of user-friendly solutions.
- Assist in the testing and deployment of software/system updates and patches, ensuring minimal disruption to user workflows.
- Continuously monitor and assess user satisfaction levels, identifying opportunities to improve the support process and enhance user experiences.
- Collaborate with other IT team members on projects and initiatives, contributing your expertise in user support to ensure successful project outcomes.
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
- At least 3 to 5 years of hands-on experience in operations support, preferably focusing on IT software applications/systems or shared services.
- Experience in IT, software companies will be advantageous.
- Strong interpersonal skills and the ability to communicate complex technical and business concepts to end users effectively.
- Managerial or supervisory experience will be an advantage to guide junior team members as the team grows.
- Experience in providing one-on-one and group training sessions.
- Attention to detail and excellent organizational skills.
- Proven ability to work independently and within a team environment.
- Adaptable to shifting priorities and evolving user needs.
- Familiarity with Microsoft Office Suite
- Proficiency in English, Mandarin and Bahasa Melayu is required for communication with various stakeholders.
If you are looking to be part of an engaging team in the new financial technology industry, we would like to hear from you. Remuneration will be commensurate with experience and qualifications.
Interested candidates are requested to write in with your detailed resume including current and expected remuneration, and contact numbers to firstname.lastname@example.org
We regret that only shortlisted candidates will be notified.