CUSTOMER SUPPORT - MERCHANT HELPDESK

OBJECTIVE

This role offers an exciting, hands-on opportunity to solve merchant inquiries and support our expanding client base. You will gain valuable practical experience while developing key skills essential for a successful career in customer services, quality assurance, and system management within the fast-growing FinTech industry.

SCOPE OF WORK

1. First-Line Technical Support & Troubleshooting

• Technical Assistance: Provide timely, multi-channel support (Phone, Email, Live Chat) for payment processing systems, addressing transaction failures, connectivity issues, and merchant onboarding
• Issue Resolution: Efficiently troubleshoot basic online and offline payment processing issues, utilizing internal tools, documentation, and knowledge bases

2. Merchant Onboarding & Educational Empowerment

• User Guidance: Educate merchants and clients on how to effectively operate payment gateways and POS terminals.
• Client Satisfaction: Deliver prompt, professional, and courteous service to maintain high client satisfaction and seamless onboarding

3. Data Documentation & Process Improvement

• Accurate Records: Maintain clean, precise records of customer interactions, technical issues, and resolution steps.
• Process Optimization: Continuously suggest improvements to streamline support workflows, elevate team efficiency, and enhance the merchant experience

4. Cross-Functional Collaboration & Continuous Learning

• Cross-Team Synergy: Partner closely with Account Managers and Sales teams to provide technical insights during pre-sales and post-sales interactions.
• Team Growth: Actively participate in team case studies, knowledge-sharing sessions, and training initiatives to upgrade domain expertise
• Ad-hoc Support: Assist with any assigned tasks or special projects as designated by immediate supervisors

REQUIREMENTS

• Education**:** Minimum SPM, Diploma, or Professional Certificate in IT, Engineering, or equivalent fields
• Fresh graduates are welcome and strongly encouraged to apply
• Must possess own transportation
• Good interpersonal skills, well-disciplined, with a strong, positive work attitude.
• Languages: Fluent in spoken and written English and Bahasa Malaysia.
• Knowledge of POS terminal is an added advantage

EMPLOYEE BENEFITS

• Traveling allowance provided according to vehicle type (Motorbike / Car)
• Full claims available for Toll & Parking incurred during work trips
• Official helpdesk mobile phone provided for official communication and onsite support.
• Annual Leave, Sick Leave, and 17 Days Public Holiday entitlement
• Statutory Contributions: Full EPF, SOCSO, and EIS contributions

Professional Growth & Workplace Culture

• Step-by-step technical coaching to master payment gateway systems, POS terminals, and customer support tools
• Gain valuable, practical experience in the fast-paced financial technology and digital payments industry