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IT System & Support Engineer

Vacancy Details
Company Name
Softinn Solutions Sdn Bhd
Job Title
IT System & Support Engineer
Job Group
General
Position Level
Junior Executive
Qualification
Bachelor's Degree
Job Description

We are a group of people who think computers should do more work. Our vision is to make hotelier work life simpler through connected systems. Softinn is a Saas company that provides e-commerce solutions and business productivity tools to hotels. "Success in management requires learning as fast as the world is changing" - Warren Bennis. In the Business Management team of Softinn, we believe in great attention to detail (a.k.a meticulous) and continuous improvement of business & operational processes. We are seeking candidates who are passionate about Finance, accounting, business analysis, and company growth and have the potential to grow into a managerial role.

Position Requirements
Job Requirements:

Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
Minimum 1-year work experience in technical support, preferably in a SaaS or software company.
Strong problem-solving and analytical skills to diagnose and resolve technical issues.
Reasonable foundation in algorithms and analytical skills.
Has excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point)
Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts clearly and concisely.
With a customer-focused mindset with a passion for delivering exceptional customer service.
Familiarity with ticketing systems, CRM software, and knowledge base tools.
Ability to work independently and collaboratively in a fast-paced environment.
Flexibility to work in shifts and handle occasional weekend or on-call support duties.


Not Mandatory, but BONUS if:


Strong programming skills in HTML and CSS
Familiar with Figma
Familiar with Hubspot
Familiar with video editing software
Familiar with the hotel industry


Employee Benefits:

Medical insurance coverage
Free Flow of Snacks
Casual dress code
Monthly Potluck Party
Attractive performance allowance
Traveling allowance


Additional Perks for Your Role:

HubSpot CRM Licenses (Sales Pro + Marketing Hub Pro)
HubSpot CRM Certification (Certificate with your name on if you pass the test)
Mobile phone call and data plan allowance
Conference tickets
Tasks

- Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
- Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance. Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction. Track and document support cases and their resolutions in a ticketing system.
- Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to effectively support customers and provide product-related guidance.
- Create and maintain design prototypes in Figma.
- Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible.
- Collaborate with the users and the product team to implement user-centered solutions.
- Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.
- Conduct product training for users.

Salary Range
RM 2300 - RM 3000
Deadline
31/03/2025
Interested Applicants can apply to
https://page.mysoftinn.com/job-openings/business-management-executive

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