About the job
To be the focal point in providing high-quality 24/7 technical support to customers of CDN service, which is a large, distributed SaaS cloud offering in over 300 locations around the world.
Job Responsibilities
- Be the first point of contact for our customers with troubleshooting complex web and networking issues 24/7.
- Work closely with cross-functional teams to coordinate problem resolution.
- Manage the status of resolution for all support cases, ensuring issues are resolved accuratelyand in a timely manner.
- Evaluate customer needs to suggest upgrades or additional features.
- Record and maintain knowledge collected from each issue in a central location.
- Other duties as required.
Job Requirements
- Malaysians only.
- Required language(s): English and Mandarin
- Must be able to work in rotating shifts.
- Diploma or University degree in Computer Science, Computer Engineering, Information Technology, Internet Security, or related discipline.
- Domain experiences desired: Linux/UNIX, Internet Technologies (TCP/IP, DNS, HTTP/HTTPS, HTTP).
- Header, SSL/TLS), Cloud/Internet Security, Media Delivery Solutions and Hosting Infrastructure.
- Experience in a customer-facing role within a Cloud, Broadcast/Digital Media Delivery Industry, or Internet services industry will be advantageous, ideally with direct exposure to troubleshooting technical issues.
- High degree of analytical and problem-solving skills.
- High degree of organization, attention to detail and an ability to multi-task.
Additional Information:
- Hybrid mode
- Shift allowance
- Overtime claims
- On The Spot Award
- Long Service Award
- Leave encashment option
- Birthday gift vouchers
- Medical Insurance
- Wellness reimbursement
- Conveniently located within public transport
