Application Support (Level 1) / (Fintech Industry/ KL Midvalley)
# Application Support (Level 1) / (Fintech Industry/ KL Midvalley) **Polymorph Psynergy** · Mid Valley City · `On-site` 🕒 **Статус:** *Опубликовано: 12 дней назад* · *Источник: Indeed* --- ### About the Role Our client is a financial services firm that provides customised wealth management and advisory services. Their offerings include strategic insurance solutions, investment management, estate planning and retirement strategies, designed to meet the unique financial needs of their clients. The company is committed to guiding clients towards financial stability and long-term prosperity through personalised advice, comprehensive planning and effective financial solutions. Position: Level 1 Application Support Location: KL Mid Valley City Responsibilities: Act as the first line of technical support for customers, triaging and resolving inbound tickets Investigate product issues by reproducing problems, collecting logs, and narrowing down root causes, including using Sentry to identify relevant owners and impacted releases Work closely with Engineering to escalate and track bugs through to resolution Maintain clear, timely, and empathetic communication with customers throughout the support lifecycle, including proposing interim workarounds and documenting final solutions Contribute to and maintain internal and external knowledge base articles and FAQs that capture workarounds and long-term solutions Identify recurring issues and work with Product and Engineering on long-term fixes or improvements Collaborate with other teams to support onboarding, adoption, and retention initiatives Monitor support SLAs, follow up on pending items, and ensure issues are not dropped Provide feedback from the frontlines to inform product roadmap and UX improvements Participate in an on-call or extended-hours rotation when required Requirements: Diploma or Bachelor's Degree in Computer Science, Information Technology, Software Engineering, Information Systems or a related discipline. Minimum 2+ years of experience in a technical support, customer support, customer service, software support, or similar client-facing role Strong troubleshooting skills across web applications, APIs, and common SaaS integrations Comfortable reading logs, debugging issues, and reproducing bugs with limited information Solid understanding of HTTP, REST APIs, and basic networking concepts (DNS, SSL, proxies) Experience with ticketing tools (e.g. Zendesk, Freshdesk, Jira Service Management) and documentation tools Comfortable working with collaboration and development tools such as Notion, GitHub, and Sentry Clear and empathetic written and verbal communication skills Ability to translate technical concepts into clear language for non-technical stakeholders Organised and able to prioritise effectively in a fast-paced environment Comfortable collaborating with Product, Engineering, and Customer Success teams Special Requirements: Enjoys troubleshooting and investigating application and system-related issues. Able to follow a structured approach when identifying and resolving problems. Does not make assumptions and gathers sufficient information before escalating an issue. Takes ownership of support requests and ensures proper follow-up until closure or escalation. Able to distinguish between user-related issues, application defects and potential system or infrastructure problems. Comfortable working closely with Software Engineers and technical teams. Maintains accurate documentation of incidents, solutions and recurring issues. Understands the importance of data security and confidentiality, particularly when supporting financial systems. Proactively identifies recurring issues and highlights opportunities for process or system improvements. Willing to continuously learn new applications, technologies and business processes. Values responsiveness, accuracy, accountability and continuous improvement.Remuneration Package Basic Salary: RM3,500 – RM5,000 (depending on experiences, prefer those from the same industry) Statutory Contributions: EPF SOCSO EIS Working Days: Monday to Friday Working Hours: 8:30 am – 5:30 pm Pay: RM3,500.00 - RM5,000.00 per month Benefits: Opportunities for promotion Professional development Experience: Technical Support, Customer Service, Software Support: 2 years (Required) Language: Mandarin (Required) Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-09-03, источник — Indeed.