Executive- Global Technical Support

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia TabSquare Full time 30,000 - 60,000 per year

Tabsquare is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Tabsquare provides AI-powered technology solutions for the F&B industry. Through Tabsquare's solutions, restaurants can efficiently manage orders, process payments, and effectively engage with their customers. TabSquare assists partner restaurants in driving higher sales, streamlining operations, and delivering an enhanced customer experience. Tabsquare is a market leader with operations in Singapore, Malaysia, Indonesia, Australia, the Philippines, Taiwan, Thailand, Hong Kong, Sweden, and the UAE. Trusted by thousands of restaurants, TabSquare's clients include well-known F&B brands such as Pizza Hut, KFC, Minor Food Group, Sushi Tei, Paradise Food Group, Japan Foods Holding, Zingrill Holdings, The Coffee Club, Old Town White Coffee, Secret Recipe, and many more. TabSquare is a wholly owned subsidiary of Delivery Hero, a global leader in the food delivery industry.

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*Responsibilities:
Job Description*
As a Technical Support Executive For TabSquare, You Will Be Responsible For Supporting Clients With Technical And Product Issues For All Our Solutions Across The SEA And ANZ Markets. Core Responsibilities Include:

  • Acknowledge, troubleshoot, and resolve technical support queries reported via phone, email, WhatsApp, and live chat end-to-end within defined SLAs.
  • Attempt and exhaust all possible troubleshooting opportunities.
  • Log and track all queries into ticketing tools, ensuring problem statements are correctly identified, and tickets are categorized accurately.
  • Own the relationship and communication with clients throughout the course of a support query, providing periodic status updates.
  • Identify potential bugs in solutions and escalate issues to relevant internal teams for additional debugging.
  • Flag and notify potential high-impact infrastructure issues to internal teams.
  • Liaise with Level 2 and Level 3 teams when troubleshooting issues.
  • Liaise with Account Managers and other internal stakeholders on payments and billing-related queries.
  • Adopt and maintain a client operations-first mindset.
  • Recommend and share improvement ideas for continuous improvement.
  • The Employee, as per business needs, may be required to undertake any other such duties as may be assigned in line with the employee's position, skills, and capabilities.

*Qualifications*

  • Minimum of 2 years of working experience in a technical, help desk, application, or SaaS support function.
  • Strong written and oral English communication skills.
  • Experience interacting and troubleshooting issues for regional clients.
  • Good understanding of content management systems.
  • Analytical and able to troubleshoot complex content, network, and printer issues.
  • Solid interpersonal and communication skills.
  • Able to work autonomously under tight timelines.
  • Flexible and high degree of integrity.
  • Good to have but not mandatory: Mandarin speaking. Exposure to Freshdesk, TeamViewer, and Datadog. Previous work experience in a POS or F&B IT Operations support function.

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