AI-Driven Smart Home Support Specialist

AirdroiTech Sdn Bhd; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

AirdroiTech Sdn Bhd in Kuala Lumpur seeks a proactive Customer Engagement Specialist. You’ll be the voice customers hear, handling inbound calls and messages from installers and households, guiding them through setup and ensuring a positive experience.

You’ll work alongside AI tools to draft replies, review and improve what the AI produces, and log every interaction in HubSpot while following team workflows with AWS. Training is ongoing as the product grows.

Qualifications

• One year or more in customer service or support. Phone, chat, and text-based experience is ideal.
• Clear, confident spoken and written English.
• Comfortable working in a Call-Centre like environment, supporting customers in another country.
• Comfortable with apps, Wi-Fi, and connected devices. You can talk someone through a setup without losing them.
• Comfortable using AI tools in your work and interested in getting better at it. You don't need experience with any specific tool. You do need to be someone who leans in rather than avoids.
• Sound judgement under pressure. You think before you answer and you don't guess.
• Hands on with a CRM. HubSpot is a plus, any equivalent is fine.
• Genuine curiosity about technology. This product changes often and you'll need to keep up.

Responsibilities

• Answer inbound calls and messages from installers and households in Australia.
• Support the full product range. Air conditioning control, smart home devices, security, and the app that ties it together.
• Work out what's actually going on, not just what was asked. Ask the right questions, find the root cause, decide the next step.
• Resolve the issue where you can. Escalate cleanly when you can't, with the full picture attached.
• Walk people through setup, connecting devices, and getting confident with the app.
• Work with AI tools as part of your day. Review what they draft, correct what they get wrong, train it, and take over when a customer needs a person.
• Stay calm and useful when someone is frustrated or the answer isn't obvious.
• Log every interaction in HubSpot so the next person picking it up has what they need.
• Follow the team's workflows through HubSpot and AWS.
• Spot the questions that keep coming up, and help turn them into help articles the team, product development and customers can use.

Job description

AirdroiTech Sdn Bhd in Kuala Lumpur seeks a proactive Customer Engagement Specialist. You’ll be the voice customers hear, handling inbound calls and messages from installers and households, guiding them through setup and ensuring a positive experience.

You’ll work alongside AI tools to draft replies, review and improve what the AI produces, and log every interaction in HubSpot while following team workflows with AWS. Training is ongoing as the product grows.