IT Support / Help Desk

Build Your Career With Us

SL Software Solutions Sdn Bhd is a trusted provider of accounting and business software solutions, with offices in Ipoh and Taiping. We are expanding our support team and looking for someone responsible, proactive, and customer-focused to grow with us.

Is This Role For You?

A support role for people who enjoy solving real business problems

This position is suitable for candidates who enjoy solving problems, communicating with customers, learning new software knowledge, and helping businesses improve their daily operations through technology.

About The Role

It is not only about fixing technical issues

As an IT Support / Help Desk team member, you will support customers, assist with software implementation, provide training, troubleshoot issues, and ensure customers receive timely and professional service.

You will work closely with customers, senior support team members, managers, and software principals to deliver reliable support and practical solutions.

Phone
Calls

Remote
Support

Classroom
Training

Onsite
Visits

WHAT WILL YOU DO

Support customers across the full software journey

Your impact spans across technical help, customer guidance, implementation support, training, teamwork, and continuous follow-up.

Customer Support & Help Desk

Handle software inquiries, installation, upgrades, license updates, WhatsApp support, troubleshooting, and customer follow-up.

Implementation & Data Migration

Assist new customers with migration, preparation, setup, monitoring, and three-month post-implementation support.

Training & Customer Guidance

Conduct online, onsite, and classroom training while explaining accounting software workflows in a simple way.

Teamwork & Internal Support

Track tasks, record handovers, support colleagues, stay updated on customer issues, and follow company SOPs.

Report & System Support

Assist with basic report customization, file sharing setup, accounting system usage, and documentation for discussion.

Backup Support & Opportunities

Join scheduled backup support duty and optional sales-oriented activities such as demos, quotations, promotions, and tutorial videos.

DETAILED JOB SCOPE

Clear responsibilities, without overwhelming applicants

Use the sections below to let applicants scan the role quickly. Each item can be expanded or collapsed using the native HTML details element.

Customer Support & Help Desk

Assist customers with software inquiries and ensure issues are handled professionally.

Assist customers with software installation and software version upgrades.
Update product licenses for customers when required.
Handle customer inquiries through phone calls, WhatsApp, and other support channels.
Respond to customer WhatsApp queries within the required timeframe.
Follow up with customers even when an immediate solution is not available.
Troubleshoot basic software, system, and network-related issues.
Guide customers to consult hardware or networking experts for complex hardware or network problems.
Report unresolved or ongoing issues to senior team members, managers, or HQ.

Software Implementation & Data Migration

Help new customers start using the system smoothly.

Assist new customers with database migration before training.
Help prepare customers before system training begins.
Support customers during the initial software setup stage.
Monitor customer progress closely after implementation.
Provide follow-up support for three months after implementation to ensure smooth system adoption.
Update your senior or manager on customer implementation progress.

Training & Customer Guidance

Help customers understand how to use the software correctly.

Schedule online or onsite training sessions according to customer deadlines.
Conduct customer training sessions, including classroom training during monthly sessions.
Provide training and support to new customers and new customer staff.
Explain accounting system functions in a simple and understandable way.
Guide customers on proper software workflows and daily usage.
Attend online and offline training sessions organized by the company or software principals.
Continuously improve your knowledge in accounting software, IT support, and business processes.

Teamwork & Internal Support

Support colleagues and maintain team-based customer service quality.

Keep track of your own outstanding tasks and customer follow-ups.
Record unfinished tasks clearly so that other team members can assist when needed.
Support customers in understanding software features and settings.
Stay informed about customers and issues handled by your colleagues.
Assist colleagues when they are on leave, attending appointments, or meeting clients.
Support team members in completing urgent outstanding tasks.
Avoid saying that a customer is “not under your care”; support should be team-based.
Follow the company’s Standard Operating Procedures at all times.

Report Customization & System Support

Provide basic configuration and report support for better system usage.

Provide basic report customization assistance.
Help customers set up network file sharing.
Assist customers with basic accounting system usage.
Support customers in understanding software features and settings.
Identify customer or system issues for internal discussion.
Document issues clearly for monthly team meetings and future reference.

Backup Support & Sales-Oriented Opportunities

Participate in scheduled support duty and optional commission or allowance activities.

Assist with urgent customer issues during off-working hours, weekends, or holidays when scheduled or assigned.
Prepare software demonstrations for potential customers.
Prepare quotations for customers interested in purchasing software.
Inform customers about ongoing promotions, campaigns, or special offers.
Update customer status in the company’s lead management system.
Organize voluntary Facebook Live sessions to showcase software functions.
Create software tutorial videos for YouTube, with allowance provided.

What We Are Looking For

The ideal candidate

We are looking for someone with the right attitude, strong responsibility, and willingness to learn. Technical knowledge is helpful, but a positive working attitude and customer-first mindset are even more important.

Responsible

Strong sense of responsibility and ownership.

Confident

Comfortable communicating with customers.

Good Listener

Good communication and active listening skills.

Patient

Calm when explaining technical matters.

Problem Solver

Willing to investigate and find practical solutions.

Adaptable

Open to software updates and new technologies.

Team Player

Ready to support colleagues and customers.

Calm Under Pressure

Able to handle urgent cases professionally.

The attitude we value

At SL Software Solutions, an IT Support / Help Desk team member should be more than a software troubleshooter. You are part of the customer’s problem-solving journey.

Keep customers updated, even when the issue cannot be solved immediately.
Report completed tasks to seniors or managers.
Clearly record outstanding tasks before ending the workday.
Avoid telling customers that you are new or inexperienced.
Communicate confidently and professionally.
Ask customers about their objective before providing solutions.
Stay aware of team members’ tasks and customer issues.
Accept manager or senior instructions positively.

Why Join SL Software Solutions?

Grow your support career with real business exposure.

By joining our team, you will gain practical experience in IT support, system maintenance, troubleshooting, and business technology operations.

Hands-on Experience

Support real company systems used by real customers.

Technical Growth

Improve troubleshooting and technical problem-solving skills.

Business Software Knowledge

Learn accounting software, IT operations, and business processes.

Experienced Team

Grow together with a team that supports Malaysian SMEs.

Ready to build your career with us?

Join SL Software Solutions as an IT Support Executive and grow your technical skills through customer support, troubleshooting, system maintenance, software implementation, and business technology operations.