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IT Support (Team Lead)
Full time at PXM ASIA SDN BHD in Kuala Lumpur, Malaysia

IT Support (Team Lead) Full time at PXM ASIA SDN BHD in Kuala Lumpur, Malaysia

Job highlights

Posted on June 12, 2019

Job details

We need people who are organized and able to think on their feet, and who can find creative solutions to interesting problems. This role reports to the Director and is based in our Malaysia office.

Main Responsibilities

  • Manage the Level 1 IT support team members 
  • Be an example and role model to the team 
  • Set clear team goals, KPIs and perform appraisals 
  • Set customer support guidelines 
  • Arrange work shifts 
  • Oversee day-to-day teams' operation and performance 
  • Delegate tasks and set deadlines 
  • Handle incoming client requests via chat, email and phone for PrimeXM products and applications 
  • Create a positive customer support experience, by handling requests in a timely manner while maintaining a professional attitude 
  • Resolve or escalate any issues reported by clients, highlighted by monitoring system alerts or discovered during checks, in a quick and efficient manner 
  • Follow the processes and procedures of the Level-1 department 
  • Maintain a solid understanding of company's offering and forthcoming releases 
  • Create an inspiring team environment with an open communication culture 

Required Skills

  • Must be able to communicate effectively and professionally in English language 
  • Applicants must be local 
  • Ability to communicate efficiently with clients, maintaining a positive and professional attitude 
  • Excellent listening skills 
  • Team Player 
  • Outstanding problem-solving skills and good analytical ;
  • Ability to grasp technical and financial concepts quickly, based on the available training material 
  • Able to work under pressure and handle emergency situations effectively 
  • Flexibility to work on a rotating shift schedule 
  • Analytical thinking and attention to deal 
  • Professional and well spoken 

Benefits

  • Attractive remuneration package including bonus on performance 
  • Excellent working environment 
  • Strong career development opportunity with growth within the company and the Fintech industry

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