Customer Service
Communication Skills
Problem-Solving
Empathy
Multitasking
Email Support
Social Media Management
Voice Support
Conflict Resolution
Time Management
Create and manage user adoption programs that accelerate time to value, expand workflow usage, and increase adoption of Esri technologies across the customer base.
Draft and deliver targeted engagement programs for key industry communities, aligned to sector needs, use cases, and strategic outcomes in partnership with Renewals and CSM teams.
Embed Voice of the Customer and client insights into journey design to improve user experience, client health, and long‑term relationships.
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Performs work in compliance with specified SLA based on Central Support System (CSS)/Prasarana ITSM Portal tickets
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts level
Ensure existing equipment is secure and delivered to other branches/stations/depots
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Coordinate mailroom and courier services, ensuring timely pick‑up/delivery, handling of issues/claims and use of relevant systems.
Manage stationery and pantry supplies ordering, inventory and cost control, ensuring alignment with standards and no single‑use plastics where possible.
Support reception/front‑of‑house standards, meeting room readiness and event support activities.
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Performs work in compliance with specified SLA based on Central Support System (CSS)/Prasarana ITSM Portal tickets
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts level
Ensure existing equipment is secure and delivered to other branches/stations/depots
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Analyzes support workflows to identify inefficiencies and implement improvements. Evaluates emerging technologies and tools to enhance service delivery and team productivity.
Oversight on lifecycle management of end user hardware and software. Coordinates with relevant teams on upgrades, deployments, and access provisioning to ensure seamless operations.
Generates reports on team performance, ticket trends, and user feedback. Maintains accurate documentation of support process and procedures, configurations, and compliance-related policies
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Analyzes support workflows to identify inefficiencies and implement improvements. Evaluates emerging technologies and tools to enhance service delivery and team productivity.
Oversight on lifecycle management of end user hardware and software. Coordinates with relevant teams on upgrades, deployments, and access provisioning to ensure seamless operations.
Generates reports on team performance, ticket trends, and user feedback. Maintains accurate documentation of support process and procedures, configurations, and compliance-related policies
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- Assume role as UX lead and project consultant: conduct UX discovery workshops, create workable personas, map user journeys, scenarios & experiences, design & conduct usability tests, analyse & report test results, etc.
- Advise, guide and/or supervise team members (i.e. writers, designers & other UX practitioners) in their UIUX deliverables while managing own projects seamlessly.
Educational Background: Bachelor’s degree in Graphic Design, Multimedia Arts, Web Design, or a related field (or equivalent professional experience).
Professional Experience: 3+ years of experience in multimedia design with a specific portfolio focus on UI/UX and web projects.
Software Proficiency: Expert knowledge of Figma or Adobe XD, and the Adobe Creative Suite (Photoshop, Illustrator, After Effects, and Premiere Pro).
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Participate in System Integration Testing, support User Acceptance Test, conduct key user and end user training; perform Regression Test for quarterly upgrade.
Support and create new Oracle Transaction BI Reports and BI Publisher Reports.
Analyze user needs and develop software solutions that support day to day solutions, including Complex BI reports with the aim of optimizing operational efficiency
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