Product Solution Specialist

Job Title: Product Solution Specialist
Contract Type: Permanent
Location: Kuala Lumpur, Malaysia
Salary: Negotiable
Reference: 1109_1495706847
Contact Name: Leena Lee
Contact Email:
Job Published: May 25, 2017 11:07

Job Description

Key responsibility: -
- Second line technical support, troubleshooting and resolution primarily via online, email and phone;
- Daily ownership, management and updates to technical support tickets, incidents and cases;
- Consult with and advise R&D, IT, Products and other departments and vendors as needed. Also, the company's Product Solution Specialist must handle the general aspect of the product management, with the support from the Product Department;
o Manage product roadmap business model, creating new ways to extend the product life cycle;
o Build business model with return-on-investment justification for product developments;
o Support sales team in each market with regular product training, online training resources, and researching market needs;
o Collaborate with the other product manager;
o Participate in planned and approved visits to subsidiaries, distributors and customers;
- Report trends, feedback, quality deviations and recommendations or quality and service improvements;
- Assist with other projects as assigned;
- On-call duty as assigned after-hours technical emergency support;

Requirements of Skills / Education
- Technical Degree or equivalent training and experience;
- 3-5 years' experience within customer service or equivalent;
- XML programming experience and other programming languages a plus;
- Proficiency in spoken and written English, Malay, Chinese (Cantonese or Mandarin) and additional languages a plus;
- Comfortable in presenting and training to large and small group;