Business Support Manager

BYHR Services Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading service provider is seeking a Business Support professional in Kuala Lumpur to manage complex support tickets for a post-trade clearing system. Responsibilities include advising users on system functions, documenting business workflows, and leading major issue investigations. Ideal candidates should have over 6 years of experience in a technical support role within broker operations and possess excellent communication skills. This position offers opportunities for continuous learning and a dynamic work environment.

Benefits

Professional training opportunities

Collaborative workplace culture

Medical coverage and wellness resources

Qualifications

• 6+ years in a client-facing technical support or customer success role (flexibility on experience).
• Previous experience in operations or settlement teams within a broker operation.
• Excellent communication and interpersonal skills for client interactions.

Responsibilities

• Provide second-tier/third-tier support for complex queries related to the post-trade clearing system.
• Manage support tickets end-to-end, coordinating with other teams.
• Assist clients during critical operational issues.

Skills

Client-facing technical support

Communication skills

Documentation skills

Issue tracking

Tools

CRM platforms

Job description

About the job

We are looking for a Business Support professional to manage complex support tickets for our post-trade clearing system - Falcon. Responsibilities include advising users, documenting client workflows, and leading investigations of major issues. Ideal candidates will have experience in broker operations and a client-focused approach.

Shift Schedule

Rotate every 2 weeks.

• day shift 9am-6am
• night shift (WFH) - 5pm-1am

Job Requirements

• Previous experience in operations or settlement teams within a broker operation, with a strong grasp of post-trade clearing and processing.
• Excellent communication and interpersonal skills for client interactions and support ticket management
• Ability to understand and document clients' business requirements and workflows.
• Experience in delivering user training and creating useful documentation.
• Familiarity with ticketing/issue tracking systems and CRM platforms.
• Ideally, 6+ years in a client‑facing technical support or customer success role (flexibility on experience).

Job Description

• Provide second-tier / third-tier support for complex queries related to our multi‑asset post‑trade clearing and processing system.
• Advise users on effectively utilizing existing system functions to meet their business needs.
• Manage support tickets end‑to‑end, coordinating with other teams as necessary.
• Develop a deep understanding of clients' business flows and strategies, documenting insights in the company CRM and identifying new business opportunities and alerting the sales team.
• Lead the investigation and coordination of major production issues alongside the support team, ensuring transparency and effective communication throughout the resolution process.
• Be hands‑on with clients, assisting them during critical operational issues.

Location

Aurora Place Bukit Jalil

Benefits

• Continuous Learning & Development – Opportunities for professional training, upskilling programs, and career growth.
• Dynamic & Energetic Work Environment – A collaborative workplace culture that encourages innovation, teamwork, and open communication.
• Employee Support & Well‑Being Benefits – Inclusive benefits such as medical coverage, wellness resources, and supportive HR policies to promote a healthy work‑life balance.