Gprop Systems Sdn. Bhd. Hiring! Full Time Technical Support - Customer Service Executive in Federal Territory, Earn up to MYR 3,500 - Ricebowl

We are looking for a proactive, responsible and service-oriented Technical Support & Customer Service Executive to join our growing team.

Gprop provides a comprehensive property management system used by property management offices, JMBs, MCs, developers, residents and security personnel. In this role, you will be one of the key contact persons supporting our clients, helping them use the Gprop system effectively and ensuring that their enquiries and issues are properly followed through and resolved.

This is not a typical call-centre customer service role. You will need to understand how the system works, communicate effectively with users, troubleshoot issues and coordinate with our internal teams where necessary.

Key Responsibilities

• Monitor and respond promptly to client enquiries and requests submitted through Gprop's Support Ticket module.
• Manage support tickets from receipt to resolution, including identifying the issue, providing guidance, updating the ticket status, following up with the relevant parties and properly closing resolved cases.
• Provide day-to-day customer and technical support to clients through the Support Ticket module, WhatsApp, phone, email, remote support and other approved communication channels.
• Ensure important support matters communicated through other channels are properly recorded and tracked through the Support Ticket module where necessary.
• Troubleshoot system-related issues and guide clients on the correct use of the Gprop system.
• Identify whether an issue relates to user operation, system configuration, data, hardware/integration or a technical/system problem, and escalate it to the appropriate internal team when necessary.
• Follow up closely on escalated cases and keep clients updated on the progress until the matter is resolved.
• Conduct online and/or on-site system training for management staff, committee members, security personnel and other users.
• Assist with new client onboarding, system setup, implementation and go-live support.
• Maintain accurate records of support requests, actions taken, solutions provided and follow-up required.
• Monitor recurring issues and provide feedback to Management and the Development team for system and service improvement.
• Develop a good understanding of Gprop's modules and features to provide accurate and practical guidance to clients.
• Build and maintain good working relationships with clients and understand their operational needs.
• Proactively check in with clients instead of only waiting for them to report problems.
• Assist in preparing and updating FAQs, user guides, training materials and support documentation.
• Work closely with the Operations, Sales and Development teams to ensure a smooth customer experience.
• Perform other related duties as assigned by Management.

Requirements

• Diploma or Degree in Information Technology, Computer Science, Business Information Systems, Property Management, Business Administration or a related field.
• Experience in software/application support, customer service, SaaS, IT support or property management systems will be an advantage.
• Fresh graduates with good communication skills, strong learning ability and an interest in technology are encouraged to apply.
• Comfortable learning software systems and explaining them clearly to non-technical users.
• Good problem-solving and basic troubleshooting skills.
• Good written and verbal communication skills in English and Bahasa Malaysia. Mandarin will be an added advantage.
• Patient, responsible and service-oriented when dealing with customers.
• Able to work independently and take ownership of assigned cases.
• Strong follow-up skills — able to track outstanding matters until they are properly resolved.
• Organised and able to manage multiple support tickets and priorities simultaneously.
• Willing to conduct training and attend client sites when required.
• Possess own transport and willing to travel locally when necessary.

What We Are Looking For

We are looking for someone who believes that customer support is more than simply answering a question.

The right candidate should:

• Take ownership – do not simply forward an issue to another department and consider the job completed.
• Follow through – track every outstanding matter until it is properly resolved and closed.
• Respond promptly – clients should not have to repeatedly follow up for a response.
• Keep clients informed – even when an issue cannot be resolved immediately, provide appropriate progress updates.
• Be proactive – identify potential issues and communicate with clients before they become bigger problems.
• Communicate clearly – explain technical matters in simple language that non-technical users can understand.
• Value client relationships – understand that good support is about building trust and confidence in Gprop.
• Be willing to learn – Gprop covers multiple areas of property management, and continuous learning is an important part of the role.

About Gprop

Gprop Systems Sdn. Bhd. provides an integrated, seamless and paperless property management platform designed for stratified properties and communities.

Our platform covers property operations, accounting, payment collection, visitor management, resident applications, security operations and other property management functions.

As Gprop continues to grow, we are looking for people who want to grow together with the company and play an active role in improving the experience of our clients and users.

Pay: RM2,500.00 - RM3,500.00 per month

Benefits:

• Flexible schedule
• Free parking
• Gym membership
• Opportunities for promotion
• Professional development

Application Question(s):

• Expected Salary

Work Location: In person