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.