Technical Support Specialist

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

📋 Description

• Oversee and manage critical customer escalations within a global setting

• Serve as the primary point of contact for high-severity incidents

• Collaborate with cross-functional teams to facilitate timely resolution of issues

• Provide ongoing updates to customers and internal stakeholders throughout incidents

• Monitor incident progress and ensure accountability among teams

• Maintain comprehensive incident documentation and reporting

• Offer weekend or off-hours support as necessary

⛳️ Requirements

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations

• Demonstrated experience supporting enterprise-level customers in English and at least one of the following languages: Mandarin, Korean, or Japanese

• Strong written communication skills in English and proficiency in Global Mandarin, Korean, or Japanese

• Comfortable working with global teams across various time zones to provide timely and effective solutions

• Exhibits a strong sense of ownership, accountability, and responsibility

• Capable of performing effectively under pressure while adhering to strict SLAs

• Skilled in managing challenging customer situations with professionalism and poise

🏝️ Benefits

• Health insurance

• Competitive salary

• Work-life balance with opportunities for skill enhancement