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Job Description

The Role:

• As a Remote L2 Support, you will handle functional escalations from the L1 team & users at airport locations.
• Your role is focused on analysing system behaviour, validating workflows, and coordinating with L3 for deeper resolution.

The Responsibilities of the Role:

• Investigate and resolve escalated application issues from L1.
• Validate tax logic, data mismatches, and process inconsistencies using test environments.
• Perform corrective actions using authorized admin tools (e.g., updating user roles, modifying transaction status).
• Collaborate with L1s to understand real-time operational issues.
• Prepare detailed tickets with logs and steps for escalation to L3.
• Support functional testing during new feature rollouts and patches.
• Identify patterns in user issues and propose improvements to the system or SOPs.
• Maintain documentation of recurring issues and edge cases.
• Cross-reference errors with the known issue list or knowledge base.
• Train and assist new Customs officers or agents in using the system correctly.
• Perform basic diagnostics of hardware incidents (e.g., non-functional terminals, printers, scanners).
• Liaise with Customs IT / Airport IT / third-party hardware vendors for resolution of infrastructure issues.
• Report recurring issues or system behaviour gaps to L3.
• Train and assist new Customs officers or agents in using the system correctly.
• Maintain daily incident logs and communication records.
• Conduct root cause analysis (RCA) for critical incidents and contribute to incident reports for L3.
• Performance Monitoring of application.

Skill Requirements:

• Must be fluent in written and spoken in Bahasa Malaysia and spoken English.
• Good multitasking ability.
• Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
• Fast typing skills (at least 45 words per minute in native foreign language).
• Good problem-solving skills.
• Minimum SPM, Diploma or Degree preferably with prior working experience (in contact center or customer service environment) or equivalent combination of education and experience.
• 2+ years in application support, IT support, functional field roles, or coordination-based tech roles, or system analysis.
• Familiarity with network troubleshooting.
• Good understanding of digital workflows and tax processing logic.
• Ability to read and interpret application logs and perform root-cause analysis.
• Familiarity with ticketing and workflow tools (e.g., Jira, Confluence).
• Strong written communication and analytical skills.

The Package :

• Attractive Salary up to RM4,500.
• Performance related bonus for confirmed staff.
• Entitlement for Night Shift Allowance.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.