Assistant Customer Support Manager
Job Description:
• Responsible for all level 1 onsite corrective and preventive services assigned territories & assigned schedule
• To head the Malaysia L1 Support Team on overall Support daily operation
• To ensure the Malaysia L1 Support Team SOP, Code of Conduct and the team services provided to customer are adhered the SLA at all time
• To prepare the team monthly roster and verify all subordinate Job Sheet and mileage claim prior submission to superior approval
• To be responsible in arranging the team to provide accurate and on-time technical support, relocation, conversion, upgrade and installation of EGM, ETG and systems for overseas and local customer
• To prepare necessary operations checklist and installation project plan before implementation and ensure all reports submission are accurate and strictly followed the SOP after project closing
• To provides on-site training or demonstration to customers about the company product functionality and configuration.
• To be responsible in liaising with the customer for any technical inquiry and provide resolution if any.
• To provide before & after sales support for all company’s customers and onsite or remote technical support to all company products
• Proactively gathering feedback and building up strong relationship with customer
• Assist the sales account manager on liaison with customers on sales, marketing and/or promotional events or activities.
Job Requirements:
• Bachelor degree in Software Engineering / Information Technology / Computer Science or related discipline
• Minimum 5 years technical support experience in gaming industry
• Strong technical background in computer and server hardware, software and infrastructure
• Knowledge and understanding in database (SQL), AC/DC fundamentals will be an added advantage
• Strong problem-solving, project management, time management and human management skills
• Ability to lead and guide technicians for overseas or local assignment.
• Good interpersonal skills and able to communicate with all levels, internally and externally, in a professional and responsive manner.
This position will be based in Malaysia office.
Interested candidates are encouraged to apply online or submit your full resume to hr.wgtm@weikegaming.com