Senior Support Analyst - Level 2 [web-based platforms] Immediate! @Cyberjaya

Role Overview We are seeking dedicated and skilled Senior Support Analysts to join our dynamic team. The successful candidate will play a crucial role in ensuring a seamless user experience for all individuals utilizing the company’s Academy platform. This role involves providing excellent customer support, facilitating smooth onboarding, managing course enrollment, and overseeing participant engagement in our diverse range of courses. Your experience includes:

• At least 8 years of relevant work experience in the area of application support or a similar customer service role with completion of secondary school, or
• 6 years of experience with relevant first level university degree (i.e. Bachelor’s degree in Information Technology, Computer Science), or
• 5 years of experience with an advanced university degree. Advanced knowledge of Incident and Request Management, ITIL certifications, and experience in global service desk environments.
• Experience with Learning Management Systems (LMS) customer support such as Moodle, Blackboard, or Canvas would be an advantage.

• Deliver exceptional customer support to users of the clients Academy platform, addressing inquiries and resolving issues promptly and effectively.
• Guide users through the onboarding process, ensuring they have a clear understanding of how to navigate and utilize platform features.
• Manage course enrollment processes, ensuring that users are enrolled in their desired courses without delay.
• Monitor and support participant engagement in courses, addressing any technical or procedural challenges that may arise.
• Collaborate closely with technical teams to troubleshoot and resolve any platform-related issues.
• Support and maintain the Learning Management System (LMS), ensuring its continuous operation and efficiency.
• Provide training and guidance to users on how to effectively use the LMS and its features.
• Maintain comprehensive records of user interactions and issues, providing insights and feedback to improve the user experience.
• Assist in the development and updating of user guides and support materials.

• Candidate must possess at least a Bachelor’s degree in Information Technology, Computer Science, or equivalent. Advanced knowledge of Incident and Request Management, ITIL certifications, and experience in global service desk environments.
• Applicants must be willing to work in Jalan Teknokrat.
• Preferably Senior Executives specializing in IT/Computer - Network/System/Database Admin or equivalent.

How do your skills match this job?

• How many years' experience do you have as a support analyst?
• Which of the following types of qualifications do you have?
• How much notice are you required to give your current employer?