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 behavior 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.

Requirements for the Role:

MINIMUM SKILLS REQUIRED:

· 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

EDUCATION

· Minimum SPM, Diploma / Degree preferably with prior working experience (in contact center or customer service environment) or equivalent combination of education and experience.

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:

· Attractive Salary up to RM4,500

· Performance related bonus for confirmed staff.

· Entitlement for Night Shift Allowance

· Annual Leave 15 days.

· Medical Leave 14 days.

· Medical and hospitalization coverage.

· Working Location: KLIA or Penang Airport.