24/7 Helpdesk Support Specialist – Payments Tech

C_087 Transaction Network Services Communications India Private Limited; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

Transaction Network Services is seeking a motivated Helpdesk Support Specialist to deliver first-line support for the TNS Accept, Connect and Orchestrate portfolios. You will handle 24x7 shift rotations, manage incident tickets, and coordinate with global teams to ensure timely resolutions.

The role requires strong communication skills, experience with ticketing systems, and the ability to query SQL databases. Join a dynamic team committed to service excellence and customer satisfaction.

Qualifications

• Experience in a 24/7 Operations Service Desk or technical support role.
• Experience with a ticketing system such as Remedy or Salesforce.
• Strong communication with local and remote teams and clients.
• Ability to query SQL databases.
• Analytical fault-finding with a process-driven approach.
• Able to work under pressure independently or in a team.

Responsibilities

• 24x7 shift rotation covering all weekends and public holidays.
• Support Service Operations BAU / daily activities.
• Service monitoring, logging of incident tickets and/or service requests and troubleshooting across TNS Accept, Connect and Orchestrate products.
• Perform daily checks on TNS's technology platforms, report outcomes and escalate issues.
• Work assigned tickets through to resolution, with timely escalation and updates.
• Collaborate with internal technical support groups and 3rd party organizations during incidents.
• Maintain high levels of verbal and written communication with customers, partners and internal stakeholders.
• Support post-incident impact analysis / support activities.
• Support change management activities.
• Implement and adhere to documented policies and procedures.
• Deliver against customer facing SLA's and internal OLAs.
• Ad hoc tasks as required.

Skills

Clear communication

SQL querying

Analytical fault finding

Ticket handling

Team collaboration

Working under pressure

Tools

Remedy

Salesforce

SQL

Job description

Transaction Network Services is seeking a motivated Helpdesk Support Specialist to deliver first-line support for the TNS Accept, Connect and Orchestrate portfolios. You will handle 24x7 shift rotations, manage incident tickets, and coordinate with global teams to ensure timely resolutions.

The role requires strong communication skills, experience with ticketing systems, and the ability to query SQL databases. Join a dynamic team committed to service excellence and customer satisfaction.