Technical Support Associate

17 hours ago


Kuala Lumpur, Kuala Lumpur, Malaysia TNS Inc. Full time

Company Overview

TNS Inc. is a leading provider of technology solutions for the payment industry.

About the Job

We are seeking a highly motivated and customer-focused Helpdesk Support Specialist to join our team.

The successful candidate will be part of a dynamic support team providing first line support across our product portfolios, including TNS Accept, Connect, and Orchestrate.

This role involves working a 24 x 7 shift rotation, providing a customer point of contact for general enquiries, service requests, or incident support.

Key Responsibilities
  • Provide exceptional customer service through timely escalation, communication, and updates.
  • Execute documented processes to resolve first-line requests or issues.
  • Collaborate with internal technical support groups and third-party organizations in support of service incidents.
  • Maintain high levels of verbal and written communication with customers, partners, and internal stakeholders.
  • Support post-incident impact analysis and change management activities.
  • Deliver against customer-facing SLAs and internal OLAs.
Requirements
  • Previous experience in a 24/7 operations service desk or technical support role.
  • Experience with ticketing systems for fault tracking, such as Remedy or Salesforce.
  • Professional working attitude with strong communication skills.
  • Ability to query SQL databases.
  • Analytical approach to fault-finding with proven ability to follow processes and diagnose application problems.


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