Who are we looking for?We are looking to fill the Platform Support Agent (Software Support) position in our Product Management Team, located in Kuala Lumpur, Malaysia. You will work hand in hand with the Product Support Team, Technology Team, Commercial, and Operations Teams to help the company achieve operational excellence.Key Responsibilities:Product Support:Assess and triage incoming incidentsRespond to stakeholder or other internal team’s issues promptly and professionally.Provide accurate information and assistance to resolve product-related queries and problems.SLA Compliance:Ensure that support requests are handled within agreed-upon Service Level Agreements (SLAs).Collaborate with the team to meet and exceed performance targets.Process Adherence:

Understanding of IT system architecture and the ability to assess and diagnose issues that may spread across a wide net of systems is a must.Proficient in logical thinking, with the ability to understand system relations, process flows, and cause-and-effect relationships between systems.

Stay updated on product knowledge, policies, and procedures to provide informed support.Participate in ongoing training and development opportunities.