Support Specialist

1 day ago

Johor Bahru, Johor, Malaysia Liven Full time 30,000 - 60,000 per year

About the role

As a Support Specialist (Mandarin-Speaking) at Liven, you'll be on the frontline of customer experience — providing fast, friendly, and effective support to ensure our clients maximise the value of our products. Whether it's resolving a technical issue, answering questions, or guiding users through features, your role is vital to client satisfaction and retention.

This role requires fluency in both English and Mandarin, along with experience supporting international customers across different time zones. If you thrive in fast-paced environments and are passionate about helping customers succeed, we'd love to meet you.

What you'll do

  • Deliver world-class support via email, chat, and phone to Liven's global clients
  • Resolve technical issues promptly and communicate solutions clearly
  • Log, track, and manage support tickets in systems like Salesforce, Zendesk, or HubSpot
  • Collaborate closely with Onboarding, Product, and Engineering teams to resolve complex client issues
  • Identify recurring problems and contribute ideas for improving support processes
  • Maintain accurate and thorough documentation of all customer interactions
  • Support Chinese-speaking customers as needed, translating or localising responses where applicable

Qualifications

  • 2–8 years in customer support, technical support, or client services
  • Fluent in both English and Mandarin (spoken and written) – Required
  • Experience supporting international clients, especially in AU, US, or EU markets
  • Strong troubleshooting and problem-solving skills
  • Proficient with support tools like Salesforce, Zendesk, HubSpot, or similar
  • Excellent communication, multitasking, and organisational skills
  • Ability to work effectively under pressure in a fast-paced environment

Good to Have

  • Experience with POS systems, SaaS platforms, or hospitality tech
  • Familiarity with basic IT troubleshooting or APIs
  • Startup or high-growth tech environment experience
  • Certifications or training in customer success or conflict resolution
  • Additional language proficiency to support global customers

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