- Being a representative for project-specific customer technical inquiries and issues, taking ownership and bringing resolution.

- Ensure customer satisfaction in Project Support and Maintenance.

- Collect information and perform deep-dive analysis, diagnosis, and troubleshooting.

- Commit to SLA for response and resolution; troubleshoot and perform root cause analysis of technical issues.

- Manage the status of issues raised and ensure they are resolved effectively in a timely manner.

- Continually evaluate existing processes to streamline and enhance customer support activities.

- Manage and keep track of change requests, bug fixes, and system update deployment documentation.

- Prepare weekly statistical reports and present professionally in weekly progress meetings with clients.

- Prepare and maintain user manuals, documentation, and version history, as well as release notes for upcoming enhancement releases.

- Conduct training/hand-holding sessions with users to guide troubleshooting and resolve software issues or problems.

- Generate reports and write documentation such as maintenance guides and monthly case reports.

- Minimum Diploma in Information Technology, Computer Science, or Computer Engineering.

- Preferably >1 year of experience in the IT industry managing large-scale application support.

- Strong technical development background and experience with the full project lifecycle.

- Proactive, customer-focused, and comfortable dealing directly with clients and vendors.

- Fluent English with excellent communication skills; able to interact professionally with executives, managers, and subject matter experts

- Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journeys.

- Good interpersonal skills, resourceful, and able to take ownership.

- Organized, meticulous, and capable of working independently.

- Strong analytical and troubleshooting skills.

- Experienced in delivering B2B services effectively and efficiently, with awareness of service management preferred.

- Preference for candidates with vendor-based software delivery experience.

- Experience in Software Development and Microsoft SQL Server will be an advantage.

- Able to converse with Mandarin-speaking clients.