Customer Support Engineer, APAC

Proximus Group; Malaysia; Teletrabalho; MYR 67 000 - 123 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Proximus Academy

Work-life balance

Competitive salary package

Multilingual work environment

Team activities

Resumo da oferta

Proximus Group is seeking a Customer Support Engineer in Malaysia (remote) to work with customers and internal teams on troubleshooting from detection to resolution. The role involves cross-functional collaboration, staying current with product updates, and ensuring timely escalation when needed.

You will identify and resolve customer-impacting issues across Emails and Chat Apps, provide training and responses, and contribute to knowledge bases and processes to improve efficiency and service

Qualificações

• 2-3 years in a mid/high-level customer-facing role.
• Fluent in English and Mandarin (written and spoken).
• Strong problem-solving and analytical skills.
• Customer-centric, responsible, team-oriented.

Responsabilidades

• Identify, clarify, and resolve customer-impacting problems via Email and Chat Apps.
• Provide professional, useful training, responses, and advice.
• Learn and articulate Telesign’s products and services to recommend best practices.
• Drive customer satisfaction and exceed expectations.
• Provide timely support aligning with service levels and update stakeholders.

Conhecimentos

English

Mandarin

Problem-solving

Analytical thinking

Team player

Customer care

Multi-tasking

MS Office

Ferramentas

Salesforce

JIRA

Kibana

Grafana

Confluence

Descrição da oferta de emprego

A job at Proximus? You’ll find that everything revolves around the idea ‘Think Possible’. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.

LOCATION: MALAYSIA (REMOTE)

Weare looking to hire a Customer Support Engineer as part of Telesign’s Customer Support team. The Customer Support Engineer role works with our customers aswell as with our internal teams on troubleshooting issues from initialdetection to resolution, and escalating issues in a timely manner whenappropriate. The Customer Support Team is working cross-functionally withother Telesign teams, and employs a customer-centric oriented approach tomu improve the quality of the service that Telesign provides.

Key responsibilities:

• Identify, clarify, and resolve general and specificcustomer impacting problems over Emails and Chat Apps
• Provide professional, useful, and complete advice,training, and responses.
• Learn, apply, and articulate Telesign’s products,services, and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes.
• Drive increased customer satisfaction by exceedingexpectations.
• Provide responsive support in line with company servicelevels and proper handling.
• Maintain accurate account information and settings inproprietary systems.
• Alerting and Communication – Internal and External.
• Provide additional monitoring after alerted byresponsible Telesign department.
• Evaluation and feedback on operationalprocedures/processes to ensure efficiency and security.
• Maintain and expand technical knowledge across Telesignproducts and services, tools, and processes.
• Contribute to and maintain technical documentation,responses, FAQs, knowledge bases and processes to help work efficientlyacross Support organization.
• Update relevant stakeholders with the most frequentcustomer questions or where customers experience confusion or issues.

Your Profile

• 2-3 years’ experience in a mid or high-level customer facing role.
• Fluent in English and Mandarin, excellent verbal and written.
• High level of responsibility.
• Team orientated.
• Strong problem-solving skills and analytical skills; logical and critical thinking.
• Strong Customer care and focus.
• Positive attitude and results-driven motivation.
• Ability to translate technical knowledge and concepts to non-technical people.
• Strong ability to prioritize and multi-task in a fast-paced environment.
• MS Office package - relevant knowledge.
• Experience with customer support and escalation process over multiple channels – Emails, Chat apps

Preferred Qualifications:

• Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python …
• Familiarity with Salesforce ticketing systems (” Service cloud”), Atlassian tools (JIRA, Status Page), ”Kibana”, ”Grafana”, “Confluence”- will be treated as advantage.
• Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem).

What do we offer you?

• We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like!
• We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
• We encourage personal growth. At the Proximus Academy, you won't even want to miss a session.
• We are, of course, committed to sustainability. What else did you think?
• We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities. (Please let us know if you have a talent for playing Santa Claus!)
• We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
• We put our customers first. And because we are all customers somewhere, you already know what that means. That’s good.
• And the ever-important work-life balance? We keep it in the right place.

Naturally we have a competitive salary package for you.