Bilingual Tech Support Agent — Chinese Speaker (Hybrid)

Private Advertiser; Kuala Lumpur; Hybrid; MYR 36,000 - 48,000; Full time

Job summary

Integen Limited, part of Simcentric Solutions Group, is seeking a Customer Service Representative (Chinese Speaker) in Kuala Lumpur on a hybrid schedule. You will be the first line of contact for customers, handling tickets, email, and other channels with empathy and professionalism.

You will troubleshoot technical issues, escalate when needed, and maintain accurate records while collaborating with cross-functional teams.

Qualifications

• Bachelor's degree in any discipline.
• Minimum 1 year of experience in customer service or technical support.
• Experience with web hosting technologies such as domains, DNS, cPanel, Plesk, or email hosting is a strong advantage.
• Familiarity with help desk or ticketing systems.
• Basic understanding of IT fundamentals, including operating systems, networking, and troubleshooting.
• Fluent in Chinese (Cantonese and/or Mandarin) and English, both written and spoken.

Responsibilities

• Be the first point of contact for customers via tickets, email, and other support channels.
• Respond to customer inquiries with professionalism, empathy, and a solution-oriented mindset.
• Troubleshoot technical issues and provide timely resolutions, ensuring a smooth customer experience.
• Escalate more complex cases to senior engineers or the appropriate internal teams when needed.
• Keep customer records, support tickets, and documentation accurate and up to date.
• Work closely with teammates and cross-functional teams to improve support processes and service quality.
• Contribute to our internal knowledge base by creating and updating support guides and documentation.
• Participate in regular training sessions to expand your technical knowledge and product expertise.
• Share ideas that help us continuously improve our customer experience and support operations.
• Work on a rotating 5-day shift schedule (Monday to Sunday), including weekends and public holidays.

Skills

Customer service

Technical troubleshooting

Clear communication

Empathy

Problem solving

Multitasking

Team collaboration

Education

Bachelor's degree

Tools

cPanel

Plesk

DNS management

Job description

Integen Limited, part of Simcentric Solutions Group, is seeking a Customer Service Representative (Chinese Speaker) in Kuala Lumpur on a hybrid schedule. You will be the first line of contact for customers, handling tickets, email, and other channels with empathy and professionalism.

You will troubleshoot technical issues, escalate when needed, and maintain accurate records while collaborating with cross-functional teams.