Application Support Engineer

• Provide Level 1 and Level 2 Support to existing clients
• Serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues
• Work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing
• Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution
• Ensure customer satisfaction in Project Support and Maintenance
• Collect information and perform deep-dive analysis, diagnosis, and troubleshoot
• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
• Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed
• Manages the status of issues raised and ensure they are resolved effectively in a timely manner
• Continually evaluate existing processes to streamline and enhance customer support activities
• Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations
• Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients
• Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases
• Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems

• Min Diploma in Information Technology/Computer Science/ Computer Engineering
• Preferably > 1 year experience in IT Industry managing large-scale applications support
• Pro-active, customer-focused, and comfortable dealing with clients/vendors directly
• Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey
• Good interpersonal skills, resourceful, take ownership
• Organized, meticulous, and able to work independently
• Strong analytical and troubleshooting skills
• Delivered B2B services effectively and efficiently, aware of service management preferred
• Preference given to vendor–based software delivery experiences
• Experience in Software Development and Microsoft SQL Server will be an advantage
• Able to converse with mandarin speaking clients

Experience in Software Development and Microsoft SQL Server will be an advantage