Technical Support Specialist

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

📋 Description

• Oversee and manage essential customer escalations within a global context

• Serve as the primary contact for high-severity incidents

• Work collaboratively with cross-functional teams to ensure swift issue resolution

• Deliver regular updates to customers and internal stakeholders throughout incidents

• Monitor incident progress and guarantee accountability across various teams

• Maintain comprehensive incident documentation and reporting

• Provide support during weekends or outside regular hours when necessary

⛳️ Requirements

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

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

• Excellent written communication abilities in English and proficiency in Global Mandarin, Korean, or Japanese

• Comfortable working with global teams across various time zones to achieve timely and effective resolutions

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

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

• Skilled at managing challenging customer interactions with professionalism and poise

🏝️ Benefits

• Opportunities for professional development and advancement

• Equal opportunity employer