Software Technical Support Specialist – Kuala Lumpur

Kuala Lumpur, Malaysia

The Opportunity:

If you are looking for a rewarding and exciting career in technical helpdesk, we want you! We are currently looking to recruit Helpdesk Specialists to be based in our Malaysia office. This is a fantastic opportunity to develop your technical skills while working for a fast-paced company that invests in its employees.

Job Overview: 

The Software Technical Support Specialist is a specialized role within our Operations team, which is responsible for troubleshooting technical issues, Jira tickets, and being the subject matter expert on processes.

In this Role, you’ll get to:

• Be the point of contact for agents for tech issues and process related questions within Agoda tools and internal tools.
• Provides technical support to agents by researching and answering questions, troubleshooting.
• Conducts research into unknown technical problems, keeps track of tickets to ensure completeness and highest integrity and quality.
• Perform deep dives on help desk reporting data in order to identify areas of improvement.
• Prepare reports as necessary or slides as necessary.
• Share and seek out best practices and knowledge.
• Accountable for meeting individual KPIs and team goals and following procedures.
• Increase operational efficiencies within the team, and improve interdepartmental workflows.
• Follow up on open tickets and influence tech teams for prioritization.  Ability to push for fixes or escalate issues as needed is imperative.  Excellent follow up skills to ensure that all tickets are closed in a timely manner.
• Training other staff members on troubleshooting and diagnosing problems.
• To work with internal tools (ie. El Jefe, Datadog, Preset, Superset).
• Writing, editing, Help desk training material for new and updated processes.

What you’ll Need to Succeed:

• We are looking for individuals that have an excellent command of spoken and written English.
• Degree in Computer science, information technology, or similar degree preferred
• Possess 1 – 2 years technical helpdesk experience – experience with Jira ticketing is a plus
• Have knowledge of software applications, debugging, and programming.
• Excellent problem solving and follow up skills to ensure all tickets are closed in a timely manner.
• Naturally curious:  passionate about identification of root causes and solving problems at the root.
• Experience using SQL and building reports to influence prioritization of technology resources.
• Excellent Organization and time management skills, analytical skills, attention to detail and accuracy
• Intermediate computer and Microsoft Excel skill
• Ability to learn new systems quickly
• Ability to translate customer issues into actions for the engineering and product teams, achieving positive customer results.
• Ability to work in a highly dynamic environment and is open to change in responsibilities, workflows, as needed by the business.
• Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels.