Softinn is a hotel technology company.

Our mission is to make hotelier's work easier. We intend to achieve that through next-generation hotel management software, digital solutions and hotel kiosk. Here's a one-minute video about our products.

We're selling to forward-looking hoteliers in South East Asia. Most of our customers are in Malaysia, and some are from the Philippines, Indonesia and Thailand.

Working at Softinn as Technical Support Officer allows you to work on the B2B front. You will be responsible for providing exceptional technical support to our customers. You will play a critical role in ensuring customer satisfaction by resolving technical issues, answering inquiries, and assisting customers in maximizing the value of our SaaS products. This role requires strong problem-solving skills, excellent communication abilities, and a customer-centric approach.

Job Responsibility:

1. Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
2. Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance. 
3. Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction. Track and document support cases and their resolutions in a ticketing system.
4. Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to effectively support customers and provide product-related guidance.
5. Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible. 
6. Act as a customer advocate within the organisation by gathering and providing feedback on product enhancements, usability improvements, and potential issues. 
7. Conduct user training.
8. Collaborate with the users and the product team to implement user-centered solutions.
9. Create and maintain design prototypes in Figma.

Job Requirements:

1. Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
2. Minimum 1-year work experience in technical support, preferably in a SaaS or software company.
3. Strong problem-solving and analytical skills to diagnose and resolve technical issues.
4. Reasonable foundation in algorithms and analytical skills.
5. Has excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point)
6. Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts in a clear and concise manner.
7. With a customer-focused mindset with a passion for delivering exceptional customer service.
8. Familiarity with ticketing systems, CRM software, and knowledge base tools.
9. Ability to work independently and collaboratively in a fast-paced environment.
10. Flexibility to work in shifts and handle occasional weekend or on-call support duties.

Not Mandatory, but BONUS if:

1. Strong programming skills in HTML and CSS
2. Familiar with Figma
3. Familiar with Hubspot
4. Familiar with video editing software
5. Familiar with the hotel industry

Report to Work options:

1. Melaka branch
   
   

You Should Join if:

1. Ready to learn things and proactive
2. Feel great when you’re able to help the customer in solving technical issue
3. Not afraid to find solutions on your own or to seek help from others

You should NOT join if:

1. You’re afraid of tough questions and challenges
2. Don’t enjoy assisting technical bug discovery in a SaaS or software / system

Salary Range:

RM 2,300 to RM 3,500

Employee Benefits:

1. Medical insurance coverage
2. Free Flow of Snacks
3. Casual dress code
4. Monthly Potluck Party
5. Attractive performance allowance
6. Traveling allowance

Additional Perks for Your Role:

1. HubSpot CRM Licenses (Sales Pro + Marketing Hub Pro)
2. HubSpot CRM Certification (Certificate with your name on if you pass the test)
3. Mobile phone call and data plan allowance
4. Conference tickets