Software Support Specialist

Anchor Your Career in the Safe Harbor of Global Risk Management: Make Your Mark!

Turning challenges into opportunities is the essence of successful risk management and our client Ncontracts excels at this transformative process. They are renowned for providing cuttingedge technology and unparalleled expertise that financial institutions depend on to navigate complex regulatory landscapes. Joining their team means stepping into a role where your work will directly influence global standards and drive innovation in the field. Experience a dynamic and supportive environment where your contributions help shape the future of financial security. Our client offers a global career path that not only broadens your professional horizons but also places you at the forefront of industry advancements. This is your opportunity to grow within a company that values excellence and fosters an atmosphere of collaboration and progress.

As a Software Support Specialist you will be a key player in supporting Ncontracts growth by delivering exceptional customer service through chat phone and email. You ll collaborate with development and account managers to enhance client relationships and share valuable knowledge. Your role will be crucial in resolving issues improving processes and ensuring a seamless experience for our clients. If you re passionate about helping others and solving complex problems this is the perfect fit for you.

Carving Out Your Niche: The Key Responsibilities You ll Champion

• Interact with customers via telephone chat and/or email to provide software support regarding our products and services.
  
• Manage caseload by prioritizing based on multiple factors and communicate with the development team accordingly; follow the escalation process when needed.
  
• Maintain departmental metrics such as first response rate nondevelopment case closure times CSAT etc.
  
• Provide education and basic training to clients on Ncontracts software modules.
  
• Answer and resolve incoming support requests in the support ticketing system; document communication clearly and concisely.
  
• Provide detailed reports to the development team to assist in the resolution of any bugs in the software.
  
• Import and configure client data within Ncontracts software.
  

Requirements

Ready for the Challenge: The KnowHow You ll Need to Thrive

Required Education and Experience:

• At least 3 years of experience working in a clientfacing role.
  
• At least 12 years of support experience with a software company preferably SAAS or FinTech.
  
• Experience with Salesforce Support or similar software preferred.
  
• Knowledge of Target Process or other ticketing systems preferred.
  
• Risk/Compliance Management experience required.
  

Competencies:

• Excellent writing skills and attention to detail.
  
• Excellent verbal and coaching skills.
  
• Proficiency with Microsoft Office.
  
• Ability to work independently and consistently meet deadlines.
  
• Ability to handle multiple tasks with the capability of prioritizing.
  
• Must thrive in a fastpaced environment.
  

Benefits

A Cut Above: Why This Role Offers More Than Just a Paycheck

• Work from Home setup
  
• Competitive salary package
  
• Eight (8) days annual leave
  
• Career growth opportunities
  
• Diverse and supportive work environment
  
• Upskilling: Emapta Academy
  

Who are we

At Emapta we believe in building careers that resonate with passion purpose and the vibrant spirit of Malaysia. Our diverse roster of over 700 international clients spans various industries offering you a dynamic platform to showcase your skills and make a meaningful impact on a global scale. For over a decade we have helped companies adapt to everchanging market needs by providing access to a wide range of talent office solutions and more. Our mission is to hone your skills and help you reach the top and become part of the top 1% talent in Malaysia.

Emapta is more than just a company; its a tightknit community that values the unique blend of professionalism and Malaysian warmth. Ou organization embodies a culture that encourages innovation collaboration and continuous learning. Share your passion and enthusiasm across the globe and enjoy the flexibility to thrive in your career while savoring the joys of life outside the office.

Be part of Emaptas story a story that values diversity celebrates success and embraces the colorful culture of Malaysia.

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