Butterworth, Penang, Malaysia
- Understand and trace multiple programming/scripting language. - Proficiency in modern Windows client operating systems and standard applications - Advanced in API platform such as SOAPUI and Postman to testing on API and REST API. - Good knowledge in JSON and XML data formats. - Advanced in installing & testing Shopping Cart system such as Woocommerce, Magento, OpenCart, Prestashop. - Fundamental understanding of networking and IPv4 routing concepts such as VPN, DNS, and DHCP. - Fundamental understanding of data analyst visualization tools such as Excel, Power BI. - Works as a member of special or ongoing projects that are important to area/process improvement. - Can work independently as well as in a team - Background or previous experience in customer support environment
• Managed customer inquiries via phone, email, and live chat, ensuring timely and accurate responses. • Handled customer interaction, addressing inquiries and resolving complaints promptly. • Conduct follow-ups with customer to ensure complete satisfaction and gather feedback. • Assisted customers with product information, account management, and technical support. • Collaborated with technician, supply team and product teams to resolve complex issues. • Train new team members on company policies, product knowledge, and customer service best practices. • Recognized as “Employee of the Month” several times for outstanding performance and customer feedback.
• Supported the integration of financial data feeds from multiple banks into the company’s core banking system. • Troubleshoot integration issues between banking systems, payment gateways, shopping cart system and APIs. • Developed and maintained technical documentation for system integrations and support processes. • Provided technical support for internal and external stakeholders, resolving issues within SLA timelines. • Analyze logs and perform root cause analysis to resolve incidents efficiently. • Answering phone calls, responding to emails and attending conference call with merchants. • Edit, update, and maintained CMS plugins to enhance system functionality and user experience. • Reported and tracked issues in JIRA, collaborating with developers to resolve defects efficiently.