Esker is a worldwide leader in AI-driven process automation software, helping financial and customer service departments digitally transform their source-to-pay (S2P) and order-to-cash (O2C) cycle. Companies use our cloud-based solutions to drive greater efficiency, accuracy, visibility and cost savings throughout their S2P and O2C processes.

Technical Support Consultant (Based in Kuala Lumpur, Malaysia)

About the Role:

• He/she communicates directly with external customers via phone, email or chat to better understand customer reported issues and take ownership of customer issues reported and seeing problems through to resolution. He/she manages the opening, status update and closing of support tickets to ensure issue identification and resolution SLA's are met.

• He/she must possess strong technical skills and be able to prioritize his/her tasks and projects to ensure that customer satisfaction is high and issues are resolved in an efficient manner

Responsibilities:

• Work closely within a team to track and prioritize various technical issues and projects using Agile methodology.

• Communicate with customers to resolve technical issues for our cloud business solutions, via phone or email.

• Collaborate with our technical architects and development teams to further enhance the product for customers based on business need.

• Track open issues within Salesforce and update customers on resolution progress. Manage and ensure documentation of assigned incidents, including internal and external communications.

• Produce documented solutions to provide customers with a blueprint for resolving similar issues in the future.

• Share documentation/expertise internally with team and externally across departments, both local and international.

• Investigate and communicate root cause analysis when needed.

• Adapt to navigating a variety of customized software solutions for different customers and their environments.

• Maintain strong adherence to Service Level Agreements, improve on internal support processes and efficiency in incident management.

Required Education & Desired Skills/Experiences:

• BS in Information Technology, Computer Science, or a related field is desired.

• At least 3 years’ experience in providing technical support for software solutions.

• Comprehension of JavaScript and object-oriented programming for script analysis.

• Familiarity with version control, eg. BitBucket.

• Familiarity of the following: SOAP, DNS, and TCP/IP.

• SAP and/or Oracle knowledge (BC-CON, BC-XOM, and BAPI connections).

• Knowledge of networking, connectivity and Microsoft Exchange.

• Able to work with a team of several people cooperatively with agile framework.

• Fluent in English, Mandarin and/or Cantonese, ability to speak another language is a bonus.

• Strong analytical, problem solving, research skills and resourcefulness.

• Ability to work with a globally distributed team with minimum direct supervision.

The tasks and responsibilities can be vary based on the company’s current needs and goals.