Customer Service Representative

1 month ago


ICity Shah Alam Selangor Malaysia Matrix Future Technologies Sdn Bhd Full time

**Primary Customer Support Specialist**

As the main contact for customers needing help with our mobile apps, you'll be the go-to person to solve their issues.

  • Offer quick and accurate help through email, chat, or phone.
  • Assist users with app setup, troubleshoot problems, and guide them through fixes.
  • Work closely with the tech team to tackle complex issues customers face.
  • Keep records of customer interactions and solutions using our RM system.
  • Spot recurring problems and help create guides to empower users to help themselves.
  • Participate in beta tests and gather feedback for product enhancements.
  • Champion customers' needs to the product team based on feedback and support trends.
  • Stay updated on new app features and industry trends to address customer inquiries effectively.
  • Always aim to exceed customers' expectations for a top-notch experience.

**Requirements**

  • Proven background in customer service or tech support, particularly in tech or software.
  • Great tech skills to troubleshoot software issues on iOS and Android devices.
  • Excellent written and verbal communication, showing empathy and professionalism.
  • Keep cool under pressure when handling multiple customer queries and tech problems.
  • Knowledge of RM systems and ticketing platforms like Zendesk, Freshdesk is a plus.
  • Passion for tech and mobile apps and a hunger to follow new trends.
  • Strong at solving problems and proactive in tackling customer challenges.
  • Preferably a degree in a related field or equivalent work experience.

**Preferred Qualifications**

  • Experience in an agile software development setup.
  • Know-how of mobile app frameworks, tools, and best practices.
  • Previous exposure to app testing, quality assurance, or UX research is beneficial.
  • Certification in customer service or tech support is a plus.


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