Technical Support

2 days ago

Shah Alam, Malaysia Razer Merchant Services Sdn. Bhd. Full time

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is **a place to do great work**, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also **a great place to work,** providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

**Responsibilities**:
The Senior Technical & Customer Support Specialist plays a pivotal role in ensuring an exceptional customer experience by combining technical expertise with superior customer service skills. This position is responsible for resolving complex technical issues, mentoring junior support staff, and contributing to the optimization of support workflows in a fast-paced e-commerce environment. The specialist serves as the primary liaison between customers and internal technical teams, ensuring efficient problem resolution and customer satisfaction.
**Position Title**: Senior Technical & Customer Support Specialist
**Reports To**: Customer Support Manager

**Responsibilities**:

- Act as the primary point of contact for escalated technical inquiries and issues from customers and junior support staff.
- Troubleshoot and resolve advanced technical problems related to the e-commerce platform, payment gateways, account management, and system integrations.
- Collaborate with internal teams, including engineering and product management, to address technical bugs, escalate system-level issues, and propose solutions.
- Provide mentorship and training to junior support specialists to enhance team capabilities.
- Develop and maintain support documentation, FAQs, and user guides to improve customer self-service resources.
- Monitor support ticket trends and recommend process improvements or technical enhancements to reduce repetitive issues.
- Maintain a deep understanding of the e-commerce platform, including updates, new features, and potential areas of improvement.
- Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
- Conduct periodic reviews of customer feedback to identify opportunities for service improvements.

**Key Skills and Qualifications**:

- A minimum of 5 years of experience in technical support or a similar role, preferably in the e-commerce industry.
- Strong understanding of e-commerce platforms, APIs, and integrations.
- Excellent problem-solving and analytical skills with the ability to troubleshoot complex technical issues.
- Outstanding communication skills, with the ability to translate technical information into customer-friendly language.
- Proven leadership experience in guiding and mentoring a support team.
- Familiarity with CRM and ticketing systems (e.g., Zendesk, Freshdesk).
- Knowledge of basic programming or scripting languages (e.g., HTML, JavaScript) is an advantage.
- Exceptional customer service orientation with a focus on delivering positive outcomes.

**Work Environment**:

- Fast-paced, team-oriented environment.
- Regular collaboration with technical and non-technical teams.

**Pre-Requisites**:
**Are you game?

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