Customer Technical Support

3 days ago

Nusajaya, Johor, Malaysia SILVER EXPRESS CREATION MY LIMITED Full time 60,000 - 120,000 per year

Requirements

  • Bachelor's degree or above in Computer Science, Information Technology, or related field, with 2+ years of working experience in the internet, IT, or fintech industry.
  • Hands-on experience in electronic payments, acquiring systems, or e-commerce platforms is highly preferred; software development or integration experience is a plus.
  • Strong analytical and problem-solving skills, with the ability to quickly troubleshoot technical issues and provide practical solutions.
  • Excellent communication skills in both English and Chinese (listening, speaking, reading, writing), able to handle bilingual business communication and technical documentation.
  • Strong sense of customer service and continuous learning, with the ability to enhance support quality through ongoing skill development.
  • Ability to thrive in a fast-paced, dynamic environment, and remain flexible when handling ad-hoc tasks or urgent escalations.

Responsibility

  • Provide end-to-end technical support for acquiring and payment services, including independent troubleshooting, root cause analysis, and solution delivery.
  • Lead the technical onboarding and integration for new clients, ensuring smooth go-live, and handle production issues such as abnormal orders or transaction failures post-launch.
  • Manage and respond to support tickets and incident reports in line with service level agreements (SLAs), ensuring timely communication and resolution.
  • Collaborate closely with Product, R&D, and Operations teams to diagnose complex issues, reproduce problems, and implement effective solutions.
  • Document technical solutions, update knowledge bases, and contribute to the continuous improvement of support processes.
  • Monitor key system and transaction metrics to proactively detect potential risks, escalating issues where necessary.

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