Customer Onboarding Specialist

MHA Consultancy Services Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

MHA Consultancy Services Sdn Bhd is seeking a Customer Onboarding Specialist to act as the technical bridge between our enterprise payment gateway and merchants/partners in the region.

You will guide onboarding, perform first-line troubleshooting, and collaborate with Tech, Product, Risk, and Finance to resolve issues and optimize live transactions.

Qualifications

• Diploma or Degree in Computer Science, Information Technology, Business IT, Finance, or a related technical field.
• 0 to 3 years of experience in Technical Support, Client Onboarding, Application Support, or Technical Customer Success.
• Fundamental understanding of APIs, JSON payload structures, and Webhooks.
• Comfortable testing API endpoints and reading HTTP request/response logs using Postman.
• Strong written and spoken English; Mandarin and/or Bahasa Malaysia is a strong advantage.

Responsibilities

• Guide Merchant API Onboarding: lead merchants and WL partners through sandbox testing and production go-live.
• First-Line Technical Troubleshooting: act as the primary contact for transaction issues and integration errors.
• Cross-Functional Collaboration: work with Tech, Product, Risk, and Finance on bug escalations.
• Partner Performance Monitoring: track daily transaction success rates and logs for WL partners.
• Reconciliation Support: assist clients with reconciliation and settlement queries using Excel.
• Knowledge Management: maintain clear client-facing docs and integration checklists.

Skills

API onboarding

Technical troubleshooting

Cross-functional collaboration

Documentation

English communication

Mandarin/Bahasa Malaysia (optional)

Education

Diploma/Degree in CS/IT/Finance or related

Tools

Postman

Excel

SQL

Job description

As an Customer Onboarding Specialist, you will play a critical role on our team. You will be the technical bridge between our enterprise payment gateway platform and our merchants/white-label partners. Working alongside experienced senior technical colleagues, you’ll sharpen your API troubleshooting skills while keeping digital transactions running smoothly across the region.

No direct payment experience? No worries — structured guidance and mentorship will be provided!

What You Will Do

Guide Merchant API Onboarding: Lead merchants and White-Label (WL) partners through sandbox testing, API key setup, webhook/callback configurations, and successful production go-live.

First-Line Technical Troubleshooting: Act as the primary contact for transaction queries, failed callbacks, and integration issues. Inspect request/response payloads using Postman to pinpoint errors.

Cross-Functional Collaboration: Partner with Tech, Product, Risk, and Finance teams by providing detailed, structured bug escalations.

Partner Performance Monitoring: Track daily transaction success rates and system logs for assigned WL partners, proactively spotting and flagging technical anomalies.

Reconciliation Support: Assist clients with transaction reconciliation and settlement queries using Excel.

Knowledge Management: Maintain clear client-facing documentation, integration checklists, and FAQ knowledge bases.

What We Are Looking For

Requirements:

Education: Diploma or Degree in Computer Science, Information Technology, Business IT, Finance, or a related technical field.

Experience: 0 to 3 years of experience in Technical Support, Client Onboarding, Application Support, or Technical Customer Success. (Fresh Graduates with strong API project or internship experience are highly encouraged to apply!)

Technical Skills:

Fundamental understanding of APIs, JSON payload structures, and Webhooks.

Comfortable testing API endpoints and reading HTTP request/response logs using Postman.

Soft Skills & Language:

Clear written and spoken English. Fluency in Mandarin and/or Bahasa Malaysia is a strong advantage to support local and regional client bases.

Calm under pressure, detail-oriented, and comfortable following structured escalation procedures (including occasional rotational/emergency support during critical payment incidents).

Nice-to-Have (Bonus Points):

Exposure to regional payment rails (FPX, DuitNow, E-wallets, or Credit Card processing).

Basic understanding of SQL queries.

Familiarity with payment settlement, refund, and chargeback flows.

What We Offer You

Structured Mentorship: Direct guidance from Senior Integration Engineers to accelerate your technical and FinTech domain knowledge.

Career Growth: Clear progression pathways toward Technical Account Management, Solutions Architecture, or Product Operations roles.

Dynamic Tech Culture: Exposure to modern payment infrastructure handling live, high-volume digital transactions.

Attractive Allowances: Shift Allowance + Transport Allowance are provided.

Work Laptop Provided: Full company IT assets & equipment provided from Day 1.

Generous Leave Package: 14+ Days Annual Leave + Comprehensive Medical & Hospitalisation Leave.

Flexi Claim Allowance: Personalised claims for optical, dental, wellness, or medical needs.

Fully Stocked Pantry: Unlimited free snacks, brewed coffee, and drinks to keep you fueled all day.

Structured Career Growth: Full structured onboarding training provided to transition you into FinTech operations.

Full Statutory Coverage: EPF, SOCSO, EIS + Medical Insurance & Hospitalization coverage.