Kerja Sepenuh Masa, Technical Product Support Manager di Ikramatic Systems Perak - Maukerja

Company Description Ikramatic Systems is a technology-focused organization dedicated to delivering reliable, user-centered solutions to its customers. The company emphasizes strong product performance and responsive support to help clients maximize the value of their technology investments. Teams collaborate closely across functions to improve products and resolve complex technical issues efficiently. Ikramatic Systems promotes a culture of continuous learning, professional growth, and practical innovation. The organization values integrity, accountability, and a commitment to high-quality customer experiences.
Role Description The Technical Product Support Manager is a full-time, hybrid role based in Taiping, with flexibility for some work-from-home arrangements. This role oversees the technical support function for Ikramatic Systems’ products, ensuring timely resolution of customer issues and a high level of customer satisfaction. Day-to-day responsibilities include managing and mentoring the product support team, monitoring support queues, prioritizing complex cases, and providing hands-on technical guidance when needed. The manager collaborates with product, engineering, and customer-facing teams to escalate issues, document recurring problems, and contribute to improvements in product quality and support processes. The role also involves analyzing support metrics, implementing best practices, and developing training materials and knowledge base content to enhance overall service delivery.
Qualifications

• Strong Product Support and Technical Support skills, with experience managing complex customer issues for software or technology products.
• Demonstrated ability to drive Customer Support and Customer Satisfaction initiatives, including handling escalations and improving service quality.
• Excellent Communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience leading or supervising support teams, including coaching, performance management, and workload prioritization.
• Proficiency with ticketing systems, CRM platforms, and basic troubleshooting tools; familiarity with incident and problem management frameworks is an advantage.
• Strong analytical and organizational skills, with the ability to interpret support metrics and implement process improvements.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
• Ability to work effectively in a hybrid environment in Taiping, collaborating across onsite and remote teams.
• Relevant industry certifications (e.g., ITIL, technical vendor certifications) are beneficial.