Role & Responsibilities

• Troubleshooting and diagnosing incidents, check system log e.g. Kibana, API
• Resolving common incidents or escalating the issues to technical team and coordinate to ensure full resolution of issues
• Responding to queries via email, LINE Openchat, or other agreed communication channels within the agreed SLA
• Monitoring and following up with users to ensure the status if issue tickets is updated by the appropriate parties
• Prepare detail Incident Daily and Monthly Summary Report
• Educate/train end-users on application usage, particularly explaining newly developed functionalities
• Develop User Guide documents, FAQ, and related documentation for knowledge sharing purpose
• Working closely with customer services, business analysts, system analysts
• Maintain strong working relationships with business users and show a high level of responsiveness

Skills & Experience

• Bachelor’s degree or higher in Computer Science, Information Technology or computer related field
• Minimum 3 year work experience in helpdesk or app support
• Flexible, Adaptive and Open mind for any new challenges and extra scope of work
• Ability to working on holidays
• Demonstrated customer support mindset and Service Mind
• Good analytical skill and problem-solving skill
• Good interpersonal and communication skill