APAC Technical Support Specialist - Flexible Hours

Respond

Kuala Lumpur

Hybrid

MYR 66,960 - 100,440

Full time

14 days+

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Benefits offered by this job

Competitive pay

Flexible hours

Global APAC exposure

Job summary

Respond.io is seeking a Technical Customer Support Specialist for APAC. You will be the go-to resource for customers, addressing technical inquiries and delivering high-quality support across chat and video calls.

You will collaborate with cross-functional teams to resolve complex issues and help users navigate self-serve resources. The role requires 2+ years in customer support, experience with APIs or AI tools, and strong English communication.

Qualifications

2+ years of experience in a Customer Support role preferably in a SaaS or IT company.
Experience in at least one of the following: API integrations, WhatsApp API, or Agentic AI.
Excellent communication skills in English, and the proven ability to understand customer’s inquiries.
Ability to clearly explain complex ideas verbally and in writing.
Ability to dig deeper to uncover customer’s true objectives.
High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers.
Able to work in a fixed shift.
Team-oriented mindset with a “thirst for more” attitude — always eager to learn, improve, and take on new challenges.

Responsibilities

Deliver high-quality support to customers of our SaaS product.
Communicate and respond to varied technical business solutions to customers in a team environment, using our shared inbox tool to assist with customer inquiries.
Resolve customer inquiries in a timely manner using full understanding of the product value, functions, features, and customer’s business needs.
Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions.
Empower customers to self-serve and help users navigate our on-demand success resources.
Work collaboratively across teams — Customer, Marketing, Product, and Tech — to solve complex problems.
Provide customer support via multiple channels including chat, and video calls.