Customer Service

4 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Abhidi Solution Full time 60,000 - 120,000 per year

Overview:

We are seeking a Level 1 Technical Product Support Engineer to join our global Support and Services team. This role focuses on providing high-quality customer support to clients across Asian regions in [Mandarin / Japanese / Korean] language.

You will be the first point of contact for customer queries, ensuring timely resolution, clear communication, and a positive support experience. Comprehensive training on product SOPs and IAM (Identity and Access Management) fundamentals will be provided post-hire.

Key Responsibilities:

  • Act as the first line of support for customers via email, chat, and ticketing systems in [Mandarin / Japanese / Korean].
  • Log, triage, and track customer cases through the Case Management System.
  • Identify, diagnose, and resolve basic technical or process-related issues using standard operating procedures (SOPs).
  • Escalate complex or unresolved issues to Level 2 or Engineering teams as required.
  • Follow up on open cases and ensure customers are kept informed of status and next steps.
  • Maintain accurate and detailed documentation of all customer interactions.
  • Collaborate closely with internal teams (Support, Engineering, Product) to drive efficient issue resolution.
  • Contribute to improving knowledge base articles, FAQs, and internal SOP documentation.
  • Ensure compliance with support SLAs and quality standards.

Requirements:

Must-Have:

  • 1–3 years of experience in customer or technical support (IT / SaaS / Helpdesk / Service Desk preferred).
  • Proficiency in English and [Mandarin / Japanese / Korean] (both written and spoken).
  • Strong communication, active listening, and problem-solving skills.
  • Ability to handle multiple cases and prioritize under minimal supervision.
  • Customer-centric mindset with attention to detail and service quality

Trainable / Good-to-Have:

  • Basic understanding of IT systems, software applications, or support environments.
  • Exposure to ticketing tools (e.g., ServiceNow, Jira, Zendesk) or CRM systems.
  • Basic knowledge or curiosity about Identity and Access Management (IAM) concepts (provisioning, authentication, SSO, MFA, etc.).
  • Willingness to learn IAM fundamentals and product-specific SOPs through internal training.

Job Types: Full-time, Permanent

Pay: From RM7,000.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Work Location: In person

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