Customer Support Executive

Pracbiz; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A growing IT SME in Kuala Lumpur is seeking a Customer Support Representative to manage customer inquiries via multiple channels. Candidates should possess a Diploma or Degree in IT, along with 1–3 years of experience in support roles. Key skills include strong problem-solving abilities and effective communication. The role involves troubleshooting technical issues and guiding customers to solutions. The company offers a supportive work culture and opportunities for career progression, along with medical and insurance benefits.

Benefits

Skill development opportunities

Medical coverage

Supportive work culture

Qualifications

• 1–3 years of experience in Customer Support or Technical Support.
• Good technical understanding and ability to learn software features quickly.
• English proficiency required; Mandarin is a plus.

Responsibilities

• Handle customer inquiries through phone, email, and chat.
• Perform basic troubleshooting using diagnostic questions and tools.
• Provide solutions based on customer issues.

Skills

Problem-solving

Analytical skills

Communication skills

Listening skills

Education

Diploma or Degree in IT, Computer Science, or related field

Tools

Help desk systems

Remote support tools

Job description

Requirements

• Diplomaor Degree in IT, Computer Science, or related field.
• 1–3 years of experience in Customer Support, Technical Support, or similar IT roles.
• Good technical understanding and able to learn software features quickly.
• Strong problem-solving and analytical skills.
• Good communication skills and comfortable dealing with clients. (English required; Mandarin is a plus.)
• Good listening skills and able to handle issues calmly and efficiently.
• Basic knowledge of help desk systems and remote support tools.

Responsibilities

Job Responsibilities

• Handle customer inquiries through phone, email, and chat as the first point of contact.
• Perform basic troubleshooting using diagnostic questions and tools.
• Provide the best possible solution based on the customer’s issue.
• Guide customers step‑by‑step to resolve problems clearly and patiently.
• Troubleshoot software issues, record cases, and escalate more complex problems to the technical team.
• Keep accurate records of customer interactions, issues, and actions taken.
• Learn and understand the company’s products to provide accurate support.
• Work with sales and product teams by sharing customer feedback to help improve products and services.

Benefits

• A dynamic, supportive, and inclusive work culture.
• Ample opportunities for skill development and career progression within a growing SME.
• A vibrant and supportive work culture in a fast-growing IT SME.
• Medical and insurance coverage.