Client Success & Application Support Executive (EdTech product)

Job Summary

We are looking for a proactive and technically capable Client Success & Application Support Executive based in KL, Malaysia to provide remote support to our Singapore customers.

You will be responsible for diagnosing customer issues, resolving L1 cases independently, managing escalated cases through to resolution, providing customer guidance and training, and maintaining clear communication with customers throughout the support process.

This is a hands-on, customer-facing role focused on problem diagnosis, troubleshooting, case ownership and service quality. It is not a Project Manager or strategic Account Management role.

Key Responsibilities

1. Customer Support & Communication

• Support assigned Singapore customers remotely through WhatsApp, email, phone call, Zoom and other approved communication channels.
• Respond to customer enquiries promptly and professionally.
• Understand customer requirements and clarify issues before taking action.
• Maintain clear and proactive communication with customers throughout the support process.

2. Diagnosis & L1 Troubleshooting

• Diagnose customer issues by gathering relevant information, identifying symptoms and determining the likely root cause.
• Independently resolve common L1 application and operational issues without unnecessary escalation.
• Use product knowledge, SOPs and available resources to troubleshoot and resolve customer issues.
• Identify whether an issue is caused by user knowledge, configuration, data, system behaviour or a potential product/technical issue.

3. Escalation & Case Ownership

• Escalate non-L1 issues according to established SOPs and escalation procedures.
• Create complete and accurate support tickets with relevant information, screenshots, reproduction steps, impact and priority.
• Follow up proactively with internal Product, Technology and Operations teams on outstanding cases.
• Monitor ticket progress, chase pending actions and provide early warnings when cases may miss expected timelines or SLA.
• Keep customers informed of progress and manage customer expectations throughout the resolution process.
• Verify the resolution before closing the case and confirm that the customer's issue has been properly addressed.
• Maintain ownership of escalated cases until the customer issue is resolved.

4. Customer Guidance & Training

• Identify when a customer's issue is caused by a lack of product knowledge rather than a system problem.
• Provide clear product guidance and step-by-step assistance.
• Conduct online product demonstrations and training sessions through Zoom when required.
• Help customers improve their understanding and effective use of the system.

5. Customer Feedback & Internal Collaboration

• Record customer enquiries, issues, complaints and feedback accurately.
• Identify recurring issues and communicate useful customer feedback to Product, Technology and Operations teams.
• Work closely with internal teams to improve support processes and customer experience.

6. Customer Insight — Bonus

• Identify potential customer risks, serious dissatisfaction, recurring complaints or other early warning signals through day-to-day customer interactions.
• Identify potential business opportunities or expansion signals observed during customer support activities.
• Report relevant customer risks and opportunities to the appropriate internal team.
• This role is not responsible for directly managing sales, renewal or account expansion opportunities.

Requirements

• 1–3 years of experience in Application Support, Customer Support, Customer Success, SaaS Support, Technical Support or a similar customer-facing role.
• Demonstrated ability to diagnose and troubleshoot application or system-related issues.
• Able to independently resolve common L1 issues.
• Experience handling escalated cases and coordinating with internal technical or operational teams.
• Strong follow-up and case management skills.
• Able to work according to SOPs and maintain accurate support records and tickets.
• Strong written and spoken English.
• Comfortable communicating with customers through WhatsApp, email and Zoom.
• Comfortable conducting online demonstrations or customer training.
• Strong problem-solving and analytical skills.
• Highly organised and able to manage multiple customer cases remotely.
• Self-disciplined and able to work independently without constant supervision.
• Willing to learn new SaaS products and understand customer workflows quickly.

Key Qualities We Look For

Problem Solver – Diagnoses before escalating.

L1 Capable – Resolves common issues independently.

Case Owner – Follows every escalation until closure.

Strong Communicator – Communicates effectively with both customers and internal teams.

Proactive – Chases, follows up and raises warnings before problems become customer complaints.

Customer Trainer – Can identify knowledge gaps and guide customers effectively.

Remote & Self-Disciplined – Can manage customer cases and priorities independently in a fully remote environment.

Customer-Aware – Understands customer sentiment and can identify potential risks or opportunities.