Location
kuala lumpur, kuala lumpur, Malaysia
Posted
May 29, 2026
Job Description
Responsibilities
- Respond, diagnose, resolve, and track customer support queries across phone, email, and chat; ensure documentation is accurate and complete.
- Meet or exceed SLOs for response and resolution time; proactively manage queues to sustain performance.
- Maintain high CSAT and adhere to internal quality standards in ≥90% of audited cases.
- Assist L1/L2/Tiered teams: respond to consults from other technical support representatives using existing systems and tools; coach peers when needed.
- Establish root cause using approved troubleshooting tools and techniques; provide customer‑facing RCA that is clear, actionable, and timely.
- Assess business impact of issues; apply internal prioritization guidelines and justify priority for each customer report.
- Classify and tag incidents for retroactive analysis; document problem classes and preventative actions to improve product reliability and reduce repeat issu...