Technical Customer Support, Support II (Mandarin Specialist)

Location: Penang, Malaysia

Company

Develops smart technology solutions that anticipate customer and partner needs and address operational challenges.

What you will do

• Resolve customer issues through telephone, email, and chat using technical product knowledge.
• Troubleshoot applications, products, platforms, vendors, and customer environments.
• Document customer interactions in real time and escalate complex issues according to established procedures.
• Communicate technical solutions clearly, de-escalate upset customers, and maintain strong customer relationships.
• Collaborate with technicians, supervisors, vendors, internal technical teams, business leaders, and technology partners.
• Support less experienced agents, contribute to platform development, and improve support processes and tools.

Requirements

• Bachelor's degree or technical associate degree.
• 1–3 years of demonstrated working experience.
• Basic computer literacy and working knowledge of Microsoft Office.
• Strong customer service, communication, listening, comprehension, and problem-solving skills.
• Ability to explain complex technical issues in clear, simple terms to management and customers.
• Mandarin language exposure with reading, writing, and speaking ability required.

Nice to have

• Technical certifications.

Culture & Benefits

• Work-life balance and wellbeing initiatives.
• Flexible work arrangements, including hybrid work and adaptable hours.
• Summer Flex Fridays and Focus Fridays.
• Annual companywide wellbeing day.