|Company||Stratox Cloud Native|
|Job State||Kuala Lumpur|
|Working Location||No Specific Location|
|Job Function||IT / Computer - Software|
|Job Industry||Information Technology (Hardware / Software)|
|This company is willing to hire||Single Parent, Non-Malaysian|
We are looking for motivated and communicative members for our level 1 support team. You will be part of a front-line team which interacts with the back-end support and development teams and acts as an interface to the customer. You will need to be able to work using your own initiative, you love the start-up world and the exciting opportunity that selling a disruptive platform presents. You should have a positive and proactive approach, with a good grasp of technical subject matter. You should possess good people skills and be easy of approach. You will be part of a fast-paced IT environment, and work with highly skilled developers, which provides an excellent learning opportunity.
YOUR RESPONSIBILITIES/WHAT WILL YOU DO:
-Perform incident and problem management and take active roles in those processes
-Perform preliminary technical analysis and investigation into incidents and problems
-Proactive monitoring of our solutions, process alerts, and follow up on resolution
-Ensure all customer inquiries logged, tracked and resolved using the incident management tools
-Maintain open and constant communication with customers on the progress
-Analyze log files to assist in problem identification and resolution
-Follow up with the internal resolution teams to achieve timely implementation of solutions
-Populate the knowledge base with resolution information and knowledge objects
-Ability to work in a fast-paced environment
-Communicative and approachable in accordance with customer service levels, ensure customer service level agreements are met
-Document customer pain points to assist in product/process improvements to product development team and product management
-Review internal knowledge bases to stay up on industry shifts and standards
WHAT PROJECT(S) YOU WILL WORK ON:
CodeNOW is a ready-made software delivery platform that supports our clients in each stage of their DevOps process. Speeding up the development of their cloud-native applications in microservices-based architectures and delivers business value faster by leaving all technical complexities to CodeNOW! You will be part of the Support team which takes care of the constantly running support project.
WHAT WE EXPECT YOU ALREADY KNOW/HAVE?
-Previous experience in technical support
-Basic or intermediate knowledge of Kubernetes
-Good experience working with Linux and network administration
-Knowledge of cloud computing and cloud-native networking solutions
-Experience communicating complex technical issues to technical and non-technical audiences
-System administration experience: Linux
-Experience with: Jira, Freshdesk, Slack, WordPress and Google Suite
-Experience utilizing customer feedback to drive improvements in our customer interfaces
-Fluent spoken and written English (Other Asian languages can be a plus)
-The ability and drive to “get things done”
-Proven advanced time management skills, with the ability to work well under pressure
-Full-time / Contract / Freelance
-Start date: Immediately Join
-Fully remote with readily own equipment
-Located anywhere in APAC regions (preferably in Malaysia)
Contact: Monika Nováková /
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