Analyse system incidents and recurring issues, identify root causes and implement permanent or temporary countermeasure.
Collaborate with China IT teams to implement Change Requests (CRs) and projects to enhance system performance and optimization in compliance with Malaysia’s regulatory requirements and policies.
Coordinate system integration with distributors, vendors and other external partners.
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Ecosystem Networking: Cultivate relationships with vendors, distributors, and business partners while participating in industry events and networking activities to raise brand awareness.
Cross-Functional Collaboration: Partner with internal technical support, implementation, and delivery teams to ensure smooth post-sale deployment and customer satisfaction.
Reporting & Market Intelligence: Maintain accurate CRM records, track pipeline status, forecast sales targets for management and monitor market trends and competitive offerings.
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Install, configure, manage, maintain, test, evaluate, and repair computer networks, workstations, support server system(s), supporting hardware/software, user accounts, and computer/telephone rooms. Train/instruct users in proper use and security of all systems. Troubleshoot/repair/resolve technical problems/issues related to computer hardware/software/LAN and WAN/internet. Respond to program error messages. Provide network communications support and technical guidance. Refer major problems to vendors/technicians. Analyze, recommend, and implement process improvements. Consult with others to assess/analyze/resolve computing needs and system requirements. Inspect, test, and diagnose computer equipment/systems. Plan and coordinate information technology-related equipment installations, moves, additions, changes, and system enhancements. Plan, coordinate, and implement network security measures. Provide end-user support for all applications. Plan and manage disk space for entire network. Maintain accurate inventory of all technological devices. Enter commands and activate controls on computers and equipment. Ensure backup tapes are locked in a fireproof safe.
Follow all company policies and procedures, report accidents, injuries, and unsafe work conditions to manager. Maintain confidentiality of proprietary information; protect company assets. Address guests’ service needs; assist other employees. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Serve as role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals. Ensure adherence to quality expectations/standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds. Stand, sit, or walk for extended periods of time. Enter and locate information using computers/ Point of Sale (POS) systems. Move up and down stairs/ramps. Perform other reasonable job duties as requested by Supervisors.
Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Know the customer and understand our customer’s expectations with their reactive support experience
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Grows in job knowledge by participating in professional development opportunities and experiential learning.
Degree/Professional Qualifications in Graphic Design or any other related disciplines.
Minimum 1 year of graphic/multimedia design experience, Agency or in-house experience working in digital marketing or web/mobile application would be an advantage.
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Exceptional customer service skills with the ability to empathize with customers and efficiently resolve issues.
Effective communication skills, both verbal and written are necessary, with the ability to convey technical information to non-technical users in multiple languages.
Keen interest in continual learning and professional development.
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Create and enforce cybersecurity protocols to protect against threats. Lead efforts in identifying and assessing IT security incidents and breaches, developing risk mitigation, evaluating countermeasures and recommending effective controls to mitigate IT risks.
Develop, implement, and manage IT policies and guidelines, ensuring compliance with industry standards, all audit controls and relevant regulatory requirements.
Identify and assess new technologies to enhance the organization’s security posture and infrastructure performance, therefore gaining a competitive advantage for the overall business.
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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
...