Technical Customer Support Executive

Respond to customer enquiries via ticketing system, chat, and other communication channels in a timely and professional manner. Perform basic troubleshooting and diagnose software-related issues. Manage support tickets and coordinate with internal teams to ensure timely resolution of customer incidents. Escalate complex technical issues to the relevant development teams when necessary. Follow up with customers until issues are fully resolved. Provide user training and guidance on new systems, applications, and software features. Reproduce and document reported bugs with clear steps for the development team. Maintain accurate records of customer interactions and support activities. Prepare and update user guides, FAQs, and internal knowledge base documentation. Deliver excellent customer service while maintaining a positive and professional attitude. Requirements Diploma or Bachelor's Degree in Information Technology, Computer Science, Software Engineering, or a related field. Fresh graduates are encouraged to apply. 1–3 years of experience in Technical Support, IT Support, Helpdesk, or Customer Support is an advantage. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Able to explain technical concepts in a simple and user-friendly manner. Ability to manage multiple support cases and work under pressure. Willing to work rotating shifts, including day shifts, night shifts, weekends, and public holidays .