B2B SaaS Support Specialist (Level 1–2)

SCOR; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

SCOR Digital Solutions in Kuala Lumpur is seeking a Level 1 Customer Support Consultant to deliver timely technical support to our B2B/SaaS clients. You will triage requests, resolve Level 1–2 issues, and contribute to knowledge base improvements while coordinating with product and engineering teams.

Ideal candidates have 1–2 years in Level 1–2 support, strong communication, and the ability to work across time zones while maintaining SLA commitments and building client relationships.

Qualifications

• 1–2 years in Level 1 or Level 2 technical support, preferably in B2B or SaaS environments.
• Atlassian JIRA and Confluence familiarity is preferred.
• Strong written and verbal communication with attention to detail.

Responsibilities

• Provide high-quality customer support via ticketing system, chat, and email.
• Triage and respond to enquiries, gather information to assess urgency and impact.
• Resolve issues or escalate with clear context while meeting SLAs.
• Troubleshoot Level 1–2 technical issues for B2B/SaaS customers.
• Create and update knowledge base articles and FAQs.
• Track ticket trends and report findings to improve service.

Skills

Communication skills

Problem solving

Time management

Tools

Jira

Confluence

Job description

SCOR Digital Solutions in Kuala Lumpur is seeking a Level 1 Customer Support Consultant to deliver timely technical support to our B2B/SaaS clients. You will triage requests, resolve Level 1–2 issues, and contribute to knowledge base improvements while coordinating with product and engineering teams.

Ideal candidates have 1–2 years in Level 1–2 support, strong communication, and the ability to work across time zones while maintaining SLA commitments and building client relationships.