Customer Support Specialist

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Conduct thorough troubleshooting, which includes database analysis, reviewing system logs, and debugging product code, to identify and resolve complex support issues raised by other support tiers.

• Maintain a minimal rate of non-bug escalations directed to the development team.

• Draft technical documentation and troubleshooting guidelines for the entire Support team.

• Manage assigned cases to adhere to service level agreements and consistently provide updates to the business.

• Offer ongoing support and collaborate closely with business teams across the organization.

• Function as part of the global tech-support team focusing on flagship product maintenance and daily operations.

• Support the entire Research and Development team.

• Work in shifts, including weekends, to ensure continuous support for global customers and operations.

⛳️ Requirements

• Minimum of 2 years’ experience in a customer support role within a software or technical company.

• Familiarity with SQL.

• Proficient in English (both written and verbal).

• Innovative troubleshooting skills.

• Ability to comprehend workflows and offer creative technical solutions.

• Capacity to meet tight deadlines and prioritize tasks effectively.

• Capable of multi-tasking, self-learning, highly motivated, and a team player.

• Experience in System log analysis (Preferred).

• Familiarity with Zendesk (Preferred).

• Background in the Travel Industry (Preferred).

• Experience working with B2B Clients (Preferred).

• CV must be submitted in English.

🏝️ Benefits

• Shift work, including weekends, to ensure continuous support.

• Opportunity to engage with UX, design, coding, testing, and deployment phases.

• Work within a global team and collaborate with operations, business, and R&D teams.