Application Support Advocate - 1st line - 3928

GBG; Kuala Lumpur; Hybrid; MYR 30,000 - 45,000; Full time

Job summary

A technology company is seeking a Customer Support Advocate to provide first-level support related to the Fraud Solutions product suite. The role involves resolving customer queries through email, phone, and a customer portal while ensuring high-quality service. Ideal candidates are expected to have customer support experience, strong SQL skills, and the ability to communicate effectively. This position operates in a global support team, covering APAC and EMEA time zones on a rotational basis.

Qualifications

• Previous customer support experience in a technology or product-based company.
• Experience in SQL and PostgreSQL for data querying.
• Ability to present and communicate effectively.

Responsibilities

• Provide excellent customer service and resolve queries via various channels.
• Participate in global support team across APAC and EMEA time zones.
• Work closely with other teams to resolve customer issues.

Skills

Customer support experience

SQL knowledge

PostgreSQL

Strong analytical skills

Effective communication

Organizational skills

Education

IT/computing qualification

Job description

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

Global Fraud Solutions

The team provides decision support solutions to address business objectives in risk prevention and fraud detection. We deliver software solutions and offer client support using our expertise and a client-focused approach.

Customer Support Advocate – Global Fraud Solutions

Working under the guidance of the Customer Support Manager this role is focused on customer support needs and part of a customer-oriented, product-informed, technical-skilled professional team whose purpose is to provide first level of Investigation into customer issues related to the product and the ecosystem where it operates. As the first point of contact for all customers, you will be responsible for ensuring Tier 1-level queries are resolved quickly, thoroughly, and professionally.

What you will do

• Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Fraud system via email, phone, and customer portal.
• Queries will include result and data queries, tier 1 troubleshooting/user knowledge, implementation support and bug escalation.
• Participate in a global support team operating on a rotational schedule across APAC and EMEA time zones.
• Participate in on-call support duties during evenings, weekends, and public holidays, as part of a structured rotation outside standard office hours.
• Follow internal procedures, including escalation procedures to Tier 2 as appropriate.
• Work closely and effectively with other teams / department to resolve queries where necessary
• Meet our agreed SLA to ensure we continue to deliver excellent support.

Skills we’re looking for

• Previous customer support experience in a Technology and/or Product based company and relevant IT/computing qualification
• Demonstrable work experience in:
  • SQL knowledge (Database design would be an advantage)
  • PostgreSQL
• Strong analytical skills and structured problem-solving approach
• Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
• Organizing and executing: Organized and able to work independently. Delivers results for customers.

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [e-mail] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.