Application Customer Support (Work from Home)

· Only shortlisted candidates will be notified

· Please email your resume to hr@iwowsoft.com

Responsibilities

· Phone support and log customer(s) queries and issues.

· Conduct on-site Requirement Study, compile Requirement Study file and prepare Gap Analysis Report.

· Conduct on-site training for end-users.

· Follow up and manage project implementation status proactively.

· Alert Project Lead on the coming due issue, meeting, timeline weekly. Prepare weekly Project Status Report to Management.

· Installing and configuring iWoWSoft System according to customer's requirements.

· Update latest patch to customer server or live server by following internal SOP strictly.

· Diagnosing and solving clients' support issues.

· Follow up on clients' issues logged into our support system proactively until the ticket is closed.

· Collect mandatory information before escalating the ticket to technical support.

· Prepare and fine tune help file from time to time.

Requirements

· Good time management skill. Able to complete task according to timelines allotted by superior. Plan personal time resources effectively.

· Must be able to demonstrate a thorough working knowledge of existing system. (On the job training will be provided). Good Learning Attitude is a must.

· Good English proficiency, good communication both verbal and writing with all levels.

· Ability to align productivity along with quality effectively.

· HR and IT knowledge will be an added asset.

· Display Initiative and professional discretion for the job assigned by management.

· Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in Computer Science/Information Technology or equivalent.

· Preferably experienced in Customer Service, IT Project Management or equivalent.

Candidates are required to work remotely (work from home) and expected to have consistent internet access.