Executive - Technical Support L2 (Bahasa Malaysia and English)

Job DescriptionThe 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 :

Experience Required :

Location :

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