Customer Service / Customer Support

PS TECH SOLUTION SDN. BHD.; Petaling Jaya; On-site; MYR 33,000 - 47,000; Full time

Job summary

PS TECH SOLUTION SDN. BHD. is seeking a proactive Customer Service / Customer Support specialist to create a standout experience for customers via phone, email and chat. You will be the first contact, helping users navigate the product and resolve issues, while learning quickly in a fast-paced environment.

The ideal candidate is curious, determined to solve problems, and eager to grow with the company. Fresh graduates are welcome to apply and start their journey in tech support.

Qualifications

• Customer service experience or strong interest in customer support.
• Good written and verbal communication skills.
• Curious mindset with willingness to learn.
• Ability to handle tickets across channels (phone, email, chat).

Responsibilities

• Develop understanding of the platform to help customers troubleshoot via phone, email and chat.
• Be the first point of contact for all incoming tickets and assign to related teams.
• Help customers maximize product usage across varying skill levels.
• Inform customers about onboarding status or bug fixes.
• Follow and maintain a streamlined bug filing process.
• Own issues from minor technical problems to escalated bugs and resolve end-to-end.

Skills

Customer service

Communication

Problem solving

Multitasking

Job description

In the Customer Service / Customer Support role, you'd be responsible for creating an innovative customer experience and building strong relationships with our customers over phone, email, and chat. As the company's first point of contact for our customers, you will be responsible for driving a successful customer experience by assisting those at varying skill levels to get the best use of the product.

You don't need to be an expert or know everything about our industry (even we don't!). But the work is challenging, fast paced, and always on the bleeding edge. So, we're looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

To top it off, we also welcome fresh graduates who are switched on and really ready to make their first step into the industry a good one.

What you will do:

Develop a deep understanding of the company's platform to help customers troubleshoot and navigate through processes and bugs by phone, email and chat.

Be the first point of contact for all incoming tickets and distribute to the related teams.

Drive a successful customer experience by assisting those at varying skill levels to get the best use of the product.

Advise customers on the status of onboarding or bug fixes.

Learn to follow and maintain a streamlined bug filing process.

Take ownership of anything from small technical issues to escalated software bugs and solve for the customer from beginning to end.

How you will need to be:

Extremely determined to solve customers' problems accompanied by a willingness to go the extra mile.

Highly curious in asking the right questions to get to the root cause of an issue.

Able to pick up technical concepts and information, quickly.

Responsive to feedback and apply it immediately.

Able to multitask and switch between tools, effortlessly.

Resourcefulness in finding solutions when things are unclear.