Level 2 Technical Support Professional

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia The Access Group Full time
Advanced Technical Support Role

We are seeking an experienced Advanced Technical Support professional to join our team as we scale up to fill multiple headcount needs. As a Technical Support Engineer, you will serve as the primary expert in troubleshooting and resolving customer issues with the Paytronix platform.

Your role is crucial in delivering exceptional customer service, demonstrating a blend of customer-centricity, technical aptitude, and effective communication. You will be responsible for quickly understanding customer inquiries, resolving them independently where possible, or escalating them within the Support team following established procedures.

This role operates on a 24/7 shift schedule, ensuring continuous support for our global customers. Successful candidates will receive a shift allowance as part of the compensation package.

Responsibilities:

  1. Provide advanced technical support and troubleshooting for escalated issues that Tier 1 is unable to resolve.
  2. Accurately log and track customer interactions and issues, including customer communications, troubleshooting steps and results, and resolution, in Salesforce.
  3. Manage a dynamic queue of support cases with attention to client alignment and satisfaction.

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