- Oversee the day-to-day operations of the Technical Support Team- Act as a senior agent who will drive customer satisfaction through customersupport- Act as a mentor and provide oversight, coaching, and training to technicalsupport staff- Be the point of contact when it comes to technical escalations- Record and track team SLAs and workflows- Manage and report on all incoming technical support inquiries- Assist in the creation of the team KPIs as well as monitor and report on results- Ensure that all customer inquiries and issues are solved correctly and in a promptand professional manner- Work to create any relevant support material for the team- Provide a feedback loop to wider staff and customers on resolved and in progressproblems and incidents- Implement any necessary preventive measures to reduce customer faults andissues- Review all technical support related processes and documentation forcontinuous improvement- Participated in customer meetings for escalated issues to provide faster resolution- Thoroughly and efficiently gather and research client information to resolve issues and educate the client when applicable- When needed, identify other resources to work with clients to resolve issues and to facilitate knowledge transfer to the new resource to ensure a positive experience for the client

- Support internal ERP system (Microsoft Navision), scheduling planning application, configure Mex Maintenance System. - Manage the company IT- ERP (Navision system) project implementation (Involved in five projects implementation for branches in Vietnam, Australia, Indonesia and Malaysia(HQ)) - Full lifecycle project - Demand Forecast project implementation for branches in Vietnam and Indonesia.- Provide report as per request by end user (By using Jet report tool) - Provide ERP System end user administration training for Malaysia, Vietnam and Indonesia.- Manage backup cycle for Malaysia (HQ), Vietnam and Indonesia - Manage Active directory, - Provide troubleshoot PC, printers and networking connection to end-users in day-to-day operations.- Liaise with external vendors for hardware and software support.- Maintaining company website.- Provide internal audit for each department.

- Provide 1st level support via phone, e-mail and remote control tools.- Handle calls inclusive customer enquiries- Troubleshooting technical problems with customer, Eg: Customer’s system – SAP, Lotus Domino, Email, Remedy, Windows.- Escalating problems and service requests using management tool (Remedy).

- Conduct SAP Retail/MM/SD training to outlet users to equip them for their operations.- Provide first level SAP Retail/MM/SD support to HQ & end user.- Support and monitoring the job Navision.- Create ABAP Query as user request.- Check the daily sales and monitor the job from branch.- House-keeping the systems database by performing data archiving and deletion.- Set up IT hardware/software to assist operations in the computerization of new outlets, book fairs or HQ new requirements.- Assist outlets in their stock take processes by downloading and uploading data and printing reports.- Testing and monitor promotion module at Navision System.