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Technical L2 Customer Success Adviser

Information technology
Full-time
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KL Sentral, Kuala Lumpur

About The Job

Are you interested in working at a fast-growing education technology company where you can be part of an educational change? 

If so, we'd love to have you apply for this role!

Goals You’ll Work Towards Achieving:
  • Troubleshoot technical support issues daily from our user base, priority clients and team, via phone, email and chat support
  • Continually support priority clients as their key Success Team contact, through running platform demonstrations and walkthroughs, providing phone support and troubleshooting technical issues
  • Identify and escalate bugs, as well as test, reproduce and report issues and fixes where possible
  • Advise our user base, partner clients and team on using more technical platform features such as LTI, xAPI and integrations
  • Liaise with our product and developer team to write both internal and public technical documentation as well as platform updates

Job Requirements

  • 3-5 years of experience in a technical support role where you have supported users, clients and key company stakeholders via email, phone and chat support
  • A degree or relevant qualification in Information Technology, Computing or Technical Support is favourable 
  • Tech-savvy to understand our technical platform features such as LTI and integrations, to be able to advise our user base, priority clients and team 
  • Efficient to identify bugs as well as test, reproduce and report issues and fixes where possible
  • Excellent problem-solving skills to proactively understand client needs and suggest effective solutions and workarounds
  • Fluent in both Bahasa Malaysia and English 
  • Strong written and verbal communication skills in both BM and English
  • A lifelong learner who is open to giving and receiving feedback in order to learn, unlearn and relearn through challenges and opportunities 
  • A problem solver and creative thinker who is driven by a sense of purpose

Our Culture

OUR CORE VALUES

No matter what role you are in, you will play a significant part in increasing access to quality education for people around the world—together.

Like many great things, these 5 values are core to everything we do. The key decisions we make, such as the people we welcome into our team, the ways we connect and engage with each other, the policies we introduce, the types of activities we do, and the strategic decisions we make along our business journey are always underpinned by our values. 

  • Embracing people from all walks of life;
  • Seeing the best in each other;
  • Driven by a sense of responsibility;
  • Realising possibilities in a chaotic world; and,
  • Enjoying the moment.

LIFE AT OPENLEARNING

We're the next huge thing in education: the most enjoyable way to learn, the easiest way to make a positive difference, and a platform that ties together a large body of proven learning sciences research. 

At OpenLearning, we believe in creating lifelong learning spaces to inspire and empower you to:
  •  Explore possibilities (and fail fast);
  •  Voice your most innovative and transformative ideas; 
  •  Be excited with the uncomfortable;
  •  Grow into the best version of yourself you can be; and,
  •  Let your hunger for knowledge outweigh any fear of failure. 

Join us to transform the world through social learning, increase access to quality education and innovate to brighten the lives of people around the world.

If you resonate with our Learning Hub post below, we'd love to hear from you: https://learninghub.openlearning.com/2018/08/21/5-future-proof-traits-and-values-desired-by-tech-companies/
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