Customer Care Triage Specialist

1 day ago

Kuala Lumpur, Malaysia Appspace Full time

**About Appspace**:
At Appspace, we're passionate about creating better work experiences for people everywhere, and we're looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you're at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that's helping people everywhere love where they work.

**Your Role as a Triage Specialist**:
**A Day in the Life of a Triage Specialist**:

- Manage online chat communications; log in and respond to all online chat inquiries
- Make the first response on all phone and chat support inquiries by asking appropriate fact finding questions to clearly identify and understand the client's issue
- Monitor queue for new support cases in Salesforce and make the first response to ensure our adherence to SLA standards.
- Retrieve snapshots of any errors and gather logs to attach to the ticket
- Escalate cases for critical support tickets following established guidelines
- Stay organized and document all customer interactions using company CRM (Salesforce) and related tools
- Provide administrative support to the Customer Care leadership team.

**What You'll Need**:

- Ability to work professionally in fast-paced, high-volume, multi-tasking environment while remaining calm and poised under pressure
- Excellent written and verbal communication skills
- Outgoing, helpful, and passionate about providing excellent customer service
- Proficient in the Google Workplace Suite
- Prior experience in a help desk support role strongly preferred
- Working knowledge of JIRA and Salesforce preferred
- Associates degree or equivalent/related work experience (2-5 years)
- #LI-Hybrid

**The Perks of Working for Appspace**:
For all our KL based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, mental health resources, a 14 week maternity leave program and transport/parking allowance.

Additional perks include:

- 20 Days PTO
- Flexible work schedules
- Remote work opportunities
- Paid company holidays
- A casual dress work environment
- A company provided laptop

**Disclaimer**:
Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.

Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.

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