Location:

Malaysia

Description:

PURPOSE OF ROLE:

The Technical Support Analyst role within the context of the B2BE business is to facilitate and support SLA’s defined by the business with the customer. The role is pivotal with the person being empowered to manage and resolve technical support based queries directly or through second tier teams.

OBJECTIVE OF ROLE:

1.  To be the Single-Point of Contact (SPOC) for customers globally (External) to address, manage reported incidents and problems within the B2BE 24 x 7 support environment;
2.  To handle day to day interaction with customers and B2BE second tier resources to resolve incidents and problems (Consultants and Development teams);

• Seek, develop and maintain knowledge of business processes within the B2BE environment, develop an intrinsic understanding of the B2BE products and their functionality to provide valuable and insightful responses and feedback to customers;
• Ensure all Service Level Agreements (SLA’s) for customers are met and exceeded;
• Maintain and manage the dissemination of knowledge through the B2BE systems to enhance the resolution of incidents in the future.
   

Responsibilities would include but not limited to:

RESPONSIBILITIES: (Include but are not limited to)

• Disseminate information pertaining to requests/problems generated by customers globally. Log incident records accurately and completely. Analyse and diagnose the problem. Perform analysis of incidents to determine category and severity and resolution requirements;
• Resolve incidents and where resolution is not possible assign and liaise with second tier support teams to manage the resolution;
• Each Technical Support Analyst will be empowered to take ultimate responsibility for incidents until they are resolved and closed to the customer’s satisfaction. This includes the tracking of incidents handed to second tier support teams, while ensuring customers are communicated with to apprise them of the expected solution times;
• Notify affected users of any service interruptions on time and provide necessary update from time to time until the services resumption.
• Maximise customer satisfaction by optimising call answer / minimising call abandonment time, call handling time, resolution of issues without escalation, and first call resolution.
• Develop and implement operational continuous improvement and service efficiency initiatives to better serve B2BE’s customer’s business needs.
• Evaluate application change requests for fixes and enhancements. Coordinate development of approved product enhancement requests and application fixes. Ensure the integrity of the regional application system and new business practices, processes and enhancements are understood by the team.
• Share ideas and experience with team members and promote teamwork in problem resolution. Share best-practices and cross-train other team members in business process and application management skills.
• Pro-active system alert notification monitoring and perform high level problem resolution and executing escalation process as and when require.
• Provide proactive measures and solutions to negate re-occurrence of problems and issues.
   

Requirements:

CANDIDATE SKILLS:

• Ability to focus and think creatively, including a demonstrable capacity to proactively identify and respond to customer’s needs or queries;
• Excellent interpersonal and communication skills, written and verbal (English);
• Ability to efficiently multi-task and be self-motivated while working with others;
• Strong analytical, problem solving and resolution capabilities;
• Solid understanding of business processes;
• Degree in Computer Science/Information Technology or equivalent;
• Experience in customer or technical support role will be an advantage;
• Able to work in shift schedule;
• Graduate or with some support experience in a similar role or IT environment
   

Contact:

my.careers1074@b2be.com

Reference Number:

1074

Closing Date:

16 August 2010

Location:

Birmingham

Description:

This exciting new opportunity, in a fast growing global organisation, will give an ambitious applicant the opportunity to join a successful and dynamic Internet based applications and systems integration service provider. An organisation who has forged a strong reputation for themselves within many markets and industries specialising in tailored business to business e-solutions.
 

• Challenging projects
• Excellent exposure to cutting edge technology
• Long-term career development and support

Responsibilities would include but not limited to:

The Project Coordinator role covers a diverse range of technical, project management and customer service aspects within the business. The successful applicant will receive training on business procedures and technologies that are currently being deployed within the organisation and industries in which we operate. As well as exposure to new technologies and client management, the applicant will be trained in many aspects of development and deployment procedures that will allow the applicant to deliver the highest level of results within set time frames.

Requirements:

To be considered for this position you will have a background in Computer Science or IT related disciplines, degree qualified, with at least 2 years of related experience within a similar industry, preferably including project management and customer facing roles.


Working across a variety of areas the applicant will have a good grasp of IT and business related issues, procedures and will be confident working with the organisation’s clients, both internal and external. The applicant will also be confident in their ability to turn problems into solutions; be keen to learn and develop skills that will help grow themselves and their career.

You will have the following qualifications and qualities to be considered for the position:
 

• Degree qualified in Computer Science or IT related streams
• Have excellent presentation and communication skills
• Enjoy working with a dynamic team where your own skills can make an impact
• Have a basic understanding of database structures and programming languages, namely C++, C# .NET and PHP.
• Excellent communication and written skills

This role offers the successful applicant the chance to excel and develop your existing experience within a company that offers relevant support and development opportunities and has a passion for investing in their employees to achieve long-term results for both the employee and the organisation.


The salary will be commensurate with the applicants experience and knowledge base. A full and clean driving license is required along with permanent UK working permissions. To apply for this position please send a cover letter stating salary expectations including a brief CV to uk.careers1077@b2be.com quoting the reference: 1077
 

Contact:

Matt McQuade

Reference Number:

1077

Closing Date:

27 August 2010

Location:

Amsterdam

Description:

This exciting new opportunity, in a fast growing global organisation, will give an ambitious applicant the opportunity to join a successful and dynamic Internet based applications and systems integration service provider. An organisation who has forged a strong reputation for themselves within many markets and industries specialising in tailored business to business e-solutions.

 

• Challenging projects
• Excellent exposure to cutting edge technology
• Long-term career development and support

Responsibilities would include but not limited to:

The Project Coordinator role covers a diverse range of technical, project management and customer service aspects within the business. The successful applicant will receive training on business procedures and technologies that are currently being deployed within the organisation and industries in which we operate. As well as exposure to new technologies and client management, the applicant will be trained in many aspects of development and deployment procedures that will allow the applicant to deliver the highest level of results within set time frames.
 

Requirements:

To be considered for this position you will have a background in Computer Science or IT related disciplines, degree qualified, with at least 2 years of related experience within a similar industry, preferably including project management and customer facing roles.
 

Working across a variety of areas the applicant will have a good grasp of IT and business related issues, procedures and will be confident working with the organisation’s clients, both internal and external. The applicant will also be confident in their ability to turn problems into solutions; be keen to learn and develop skills that will help grow themselves and their career.

You will have the following qualifications and qualities to be considered for the position:

 

• Degree qualified in Computer Science or IT related streams
• Have excellent presentation and communication skills
• Enjoy working with a dynamic team where your own skills can make an impact
• Have a basic understanding of database structures and programming languages, namely C++, C# .NET and PHP.
• Excellent spoken and written skills in English
• Able to travel to the United Kingdom for initial training

 

This role offers the successful applicant the chance to excel and develop your existing experience within a company that offers relevant support and development opportunities and has a passion for investing in their employees to achieve long-term results for both the employee and the organisation.

The salary will be commensurate with the applicants experience and knowledge base. A full and clean driving license is required along with permanent NL working permissions. To apply for this position please send a cover letter stating salary expectations including a brief CV to nl.careers1076@b2be.com quoting the reference: 1076

Contact:

Matt McQuade

Reference Number:

1076

Closing Date:

27 August 2010

Location:

Petaling Jaya

Description:

B2BE GSS Sdn Bhd is part of an international organization providing cost effective e-commerce solutions to a broad client base from multi-national companies to small and medium enterprises.B2BE develops and deploys leading edge Internet based technologies to assist our customers with improving business processes and reducing operational costs. B2BE is currently seeking full time software developers to work in our PJ office, within its programming and software development team which is rapidly expanding due to the businesses continued expansion globally.

Responsibilities would include but not limited to:

• Involved in development of quality software solutions to meet the customer requirements within the given time-frame.
• Work closely with overseeas/local business consultants to clarify requirements, provide assistance, performing testing, and providing support after implementations.
• Provide second level technical support and problem investigations, for both pre and post implmentations issues.
• Produce documentations for involved projects.

Requirements:

• The successful candidates will need to be proficient in PHP programming and C# programming under Windows .Net platform. An understanding of C++ will be viewed as an advantage for moving into further areas and projects within the organization.
• Posses at least a Bachelor’s Degree in Computer Science/Information Technology or equivalent
• Preferably 1-3 years of experience in software development
• Good knowledge in Javascript, CSS, XML, XSLT
• Conversant in database design (MySQL) and SQL
• Strong understanding in object oriented programming concept
• A good eye for detail and analytical skill levels.
• Able to handle and manage multiple tasks and projects.
• Proficient time management skills.
• Ability to work in both a team and individual environment.
• Good communication skills.
• These skills will both assist within the role and give the successful applicant the chance to progress within the organization.

Contact:

my.career1056@b2be.com

Reference Number:

1056

Closing Date:

30 September 2010

Location:

Petaling Jaya

Description:

B2BE GSS Sdn. Bhd. is part of an international organization providing cost effective e-commerce solutions to a broad client base from multi-national companies to small and medium enterprises.B2BE develops and deploys leading edge Internet based technologies to assist our customers with improving business processes and reducing operational costs.

B2BE is currently seeking full time software developers to work in our PJ office, within its programming and software development team which is rapidly expanding due to the businesses continued expansion globally.

The new positions will fit candidates who are eager to learn, intelligent, highly motivated and able to work flexible hours.
The salary will be commensurate with the applicants’ experience and knowledge. To apply for this position please send a cover letter stating salary expectations including a brief CV to my.careers1064@b2be.com  quoting reference number: 1064

Responsibilities would include but not limited to:

• Involved in development of quality software solutions to meet the customer requirements within the given time-frame.
• Work closely with overseeas/local business consultants to clarify requirements, provide assistance, performing testing, and providing support after implementations.
• Provide second level technical support and problem investigations, for both pre and post implmentations issues.
• Produce documentations for involved projects.
• Provide technical assistance and guidance to a team of developers.
• Monitoring of project tasks and development progress.
• Providing periodic training to the development team.

Requirements:

The successful candidates will need to be proficient in PHP programming under Windows/Linux platform. An understanding of C++ and C# languages will be viewed as an advantage for moving into further areas and projects within the organization.

You will have the following qualifications and qualities to be considered for the role:

• Posses at least a Bachelor’s Degree in Computer Science/Information Technology or equivalent
• Preferably 3 years or more of experience in software development
• Good knowledge in Javascript, CSS, XML, XSLT
• Conversant in database design (MySQL) and SQL
• Strong understanding in object oriented programming concept

Other attributes to be successful in your application include:

• A good eye for detail and analytical skill levels.
• Able to handle and manage multiple tasks and projects.
• Proficient time management skills.
• Ability to work in both a team and individual environment.
• Good communication skills.

These skills will both assist within the role and give the successful applicant the chance to progress within the organization.

Contact:

my.careers1064@b2be.com

Reference Number:

1064

Closing Date:

30 September 2010