We are currently seeking a highly skilled and motivated Product Support/Helpdesk Specialist to join dynamic team in Malaysia. As a vital member of our organization, you will provide technical and product support to our customers, assisting them with our complex and powerful SaaS product. This role goes beyond simple troubleshooting; it offers a diverse range of day-to-day tasks and provides ample opportunities for personal and professional growth. Join us on our journey as a Tech Specialist & Customer Support Representative, where you will play a pivotal role in enhancing our organization's backbone.

Key Responsibilities:

  • Provide technical and product support to our clients, resolving issues and troubleshooting related to our SaaS product.
  • Assist in the creation of user manuals, technical guides, and other documentation to ensure effective product usage.
  • Collaborate closely with the product development team to identify and address technical issues, ensuring that our SaaS product meets customer requirements.
  • Replicate customer environments to diagnose and resolve complex issues, providing timely and effective solutions.
  • Ensure compliance with quality management standards, procedures, and best practices.
  • Track and analyze customer inquiries and feedback, incorporating them into product development and improvement initiatives.
  • Take part in professional development opportunities, contributing to various aspects of our product lifecycle.

Requirements:

  • Experience in a technical support role, preferably in a SaaS environment.
  • Ability to adapt and thrive in a fast-paced fintech environment, demonstrating a readiness to learn and grow.
  • 3 or more years of experience in web or app support.
  • Familiarity with software troubleshooting methods and techniques.
  • Excellent communication skills, maintaining a professional approach and functioning effectively as a team player.

Career Opportunities:

  • Fast-track career progression within our organization.
  • Opportunity for management positions based on performance and capabilities.
  • Possibility of transitioning into delivery, development, or product management roles.
  • Quarterly performance-based bonus, in addition to your salary.
  • Exceptional prospects for career growth within our organization.