Application Support Executive (Kuala Lumpur, MY and PH based)

Key Responsibilities

• Promptly acknowledge and accurately categorize incoming support tickets based on priority and urgency.
• Serve as the primary contact for support issues, conducting first-level troubleshooting to diagnose and resolve reported problems promptly.
• Offer timely advice and assistance to clients, addressing inquiries and providing effective solutions to their challenges.
• Act as single point of contact, answering questions and guiding clients through a spectrum of support-related queries.
• Function as the central point of contact for bug resolution, overseeing the entire process from identification to resolution.
• Collaborate closely with project teams, delivering regular updates on bug resolution progress and escalating issues as needed.
• Monitor and ensure strict adherence to Service Level Agreements (SLAs), offering regular reports on SLA performance.
• Work collaboratively with project teams to escalate matters related to specific projects, ensuring timely and effective resolution.
• Perform efficient debugging and testing activities to swiftly identify and address technical issues.
• Draft detailed bug tickets and enhancement requests, facilitating clear communication between clients and the project/product team.
• Proactively follow up with clients, ensuring their satisfaction, collecting valuable feedback, and addressing any outstanding concerns.
• Collaborate seamlessly with technical and project teams to provide a customer-focused support experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Proven experience in a customer support role, preferably within the technology or software industry.
• Familiarity with project support responsibilities and tasks.
• Solid understanding of technical concepts, with the ability to perform basic debugging and troubleshooting.
• Knowledge of software development processes and the ability to communicate effectively with technical teams.
• Excellent verbal and written communication skills, with the ability to articulate technical information clearly.
• Strong interpersonal skills for effective collaboration with clients, project teams, and stakeholders.
• Demonstrated problem-solving and critical-thinking abilities, with a track record of identifying and resolving issues promptly.
• Adaptability to changing situations and the ability to provide innovative solutions.
• High attention to detail, ensuring accuracy in ticket categorization, bug documentation, and client communication.
• Experience in collaborating with project teams, providing regular updates, and escalating issues when required.
• Ability to thrive in a dynamic project environment and manage tasks efficiently.
• Previous experience in monitoring and ensuring adherence to Service Level Agreements (SLAs).
• Capability to provide regular reports on SLA performance.
• Proven ability to proactively engage with clients, ensuring satisfaction and addressing feedback and concerns.
• Customer-focused mindset with a commitment to delivering exceptional support.
• Strong documentation skills, including the ability to write detailed bug tickets, enhancement requests, and reports.
• Familiarity with tools for maintaining organized and accessible documentation.
• Demonstrated ability to collaborate seamlessly with technical and project teams.
• Team-oriented approach with effective communication and interpersonal skills.

What We Offer

• A dynamic and inclusive work environment that encourages innovation and values diverse perspectives
• Opportunities for rapid career progression and professional development
• Access to a global network of industry leaders, thought partners, and cutting-edge resources
• Competitive compensation package, including performance-based bonuses and comprehensive benefits
• The chance to make a meaningful impact on some of the world's most sophisticated organizations

About Lexagle

• We are a leading global organization committed to driving transformative change and delivering exceptional results, through our innovative contract lifecycle management solution. We partner with the world's most influential businesses, helping them navigate complex challenges and seize growth opportunities. Our culture is built on collaboration, innovation, and a relentless pursuit of excellence.
• Lexagle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Application Process

• If you are a visionary leader with a passion for driving excellence and a desire to be at the forefront of transformational change, we invite you to submit your resume and a cover letter detailing your relevant experience and motivation for joining Lexagle.
• Send your resume and portfolio to hr@lexagle.com