Customer Service Technical Specialist

TL;DR

Customer Service Technical Specialist: Providing advanced technical support and troubleshooting for software products with an accent on process improvement and documentation management. Focus on resolving escalated issues, training new team members, and enhancing overall customer satisfaction through analytical problem-solving.

Location: Must be based in Kuala Lumpur, Malaysia (Hybrid: 2-3 days per week in office).

Company

A global information services and software company serving customers in over 180 countries with a focus on continuous innovation.

What you will do

• Perform advanced troubleshooting for a wide range of technical issues.
• Implement new support procedures and contribute to system improvement projects.
• Provide step-by-step guidance to customers for product installations.
• Update and maintain internal support documentation.
• Train new employees on basic technical support procedures.
• Collaborate with team members to resolve escalated issues and ensure customer satisfaction.

Requirements

• Must be based in Kuala Lumpur, Malaysia or able to commute to Menara Great Eastern 2.
• Proven experience in advanced technical troubleshooting and issue diagnosis.
• Strong ability to document processes and provide clear customer guidance.
• Experience in training or mentoring team members.
• Analytical mindset with the ability to identify recurring technical patterns.
• Ability to attend onsite interviews in Kuala Lumpur as part of the hiring process.

Culture & Benefits

• Competitive compensation package with performance-based incentives.
• Medical and dental coverage for employee and spouse.
• Hybrid work setup with flexibility.
• Learning and development opportunities for career growth.
• Paid annual leave and volunteer time off.
• Comprehensive wellness program.

Hiring process

• Interviews must be conducted without the assistance of AI tools or external prompts.
• Candidates may be required to appear onsite at the office for interviews.
• Use of AI-generated responses during the process is grounds for disqualification.