Customer Service (Technical Support)

Key Responsibilities

• Handle daily Customer Service operational and technical support matters.
• Act as the main point of contact with providers to resolve technical issues, including integration errors, whitelist requests, and system-related incidents.
• Coordinate merchant and agent onboarding activities, including event reviews and documentation.
• Provide timely support and follow up on reported technical issues.
• Coordinate with internal teams, merchants, agents, and providers to ensure issues are resolved efficiently.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Candidates with an SPM qualification and 2–3 years of relevant Customer Service experience are also encouraged to apply.
• Proven experience in software support, technical troubleshooting, and issue resolution.
• Familiarity with ticketing systems and incident management processes.
• Knowledge of ITIL practices or software support processes is an added advantage.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Able to explain technical concepts clearly to non-technical users.
• Proficient in Mandarin and English, both spoken and written. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Experience in Customer Service, IT Support, or a related technical support role is preferred.
• Positive attitude with a strong willingness to learn, take ownership, and work independently.
• Able to work effectively in a fast-paced environment.

Working Schedule

• 6-day work week.
• 5 working days with 9-hour shifts and 1 working day with a 13-hour shift.
• Emergency support may be required outside working hours.