CUSTOMER SUPPORT - MERCHANT HELPDESK

GIANT PLATINUM SDN. BHD.; Petaling Jaya; On-site; MYR 28,000 - 47,000; Full time

Benefits offered by this job

Traveling allowance

Toll & Parking reimbursement

Official helpdesk mobile phone

Annual leave & sick leave

Statutory contributions

Job summary

GIANT PLATINUM SDN. BHD. in Petaling Jaya is seeking a hands-on Technical Support specialist to assist merchants with payment processing, onboarding, and issue resolution. You will handle phone, email and live chat to support fintech clients.

You will document interactions, suggest workflow improvements, and work closely with Account Managers and Sales. Fresh graduates with IT/engineering backgrounds and good English/Bahasa Malaysia are encouraged to apply; transportation is required.

Qualifications

• SPM, Diploma, or professional certificate in IT/engineering or equivalent
• Fresh graduates are welcome
• Must possess own transportation

Responsibilities

• Provide timely, multi-channel support for payment processing systems
• Onboard merchants and educate clients on payment gateways and POS terminals
• Maintain accurate records of customer interactions and resolution steps
• Collaborate with Account Managers and Sales for pre- and post-sales insights
• Support ad-hoc tasks and special projects as needed

Skills

Customer service

Troubleshooting

Multi-channel support

Documentation

Cross-functional collaboration

Time management

Education

SPM/ Diploma/ Professional Certificate in IT or Engineering

Tools

POS terminal

Job description

SCOPE OF WORK

This role offers an exciting, hands‑on opportunity to solve merchant inquiries and support our expanding client base. You will gain valuable practical experience while developing key skills essential for a successful career in customer services, quality assurance, and system management within the fast‑growing FinTech industry.

1. First-Line Technical Support & Troubleshooting

Technical Assistance: Provide timely, multi‑channel support (Phone, Email, Live Chat) for payment processing systems, addressing transaction failures, connectivity issues, and merchant onboarding

Issue Resolution: Efficiently troubleshoot basic online and offline payment processing issues, utilizing internal tools, documentation, and knowledge bases

2. Merchant Onboarding & Educational Empowerment

User Guidance: Educate merchants and clients on how to effectively operate payment gateways and POS terminals.

Client Satisfaction: Deliver prompt, professional, and courteous service to maintain high client satisfaction and seamless onboarding

3. Data Documentation & Process Improvement

Accurate Records: Maintain clean, precise records of customer interactions, technical issues, and resolution steps.

Process Optimization: Continuously suggest improvements to streamline support workflows, elevate team efficiency, and enhance the merchant experience

4. Cross-Functional Collaboration & Continuous Learning

Cross-Team Synergy: Partner closely with Account Managers and Sales teams to provide technical insights during pre‑sales and post‑sales interactions.

Team Growth: Actively participate in team case studies, knowledge‑sharing sessions, and training initiatives to upgrade domain expertise

Ad-hoc Support: Assist with any assigned tasks or special projects as designated by immediate supervisors

REQUIREMENTS

Education: Minimum SPM, Diploma, or Professional Certificate in IT, Engineering, or equivalent fields

Fresh graduates are welcome and strongly encouraged to apply

Must possess own transportation

Good interpersonal skills, well-disciplined, with a strong, positive work attitude.

Languages: Fluent in spoken and written English and Bahasa Malaysia.

Knowledge of POS terminal is an added advantage

EMPLOYEE BENEFITS

• Traveling allowance provided according to vehicle type (Motorbike / Car)
• Full claims available for Toll & Parking incurred during work trips
• Official helpdesk mobile phone provided for official communication and onsite support.
• Annual Leave, Sick Leave, and 17 Days Public Holiday entitlement
• Statutory Contributions: Full EPF, SOCSO, and EIS contributions

PROFESSIONAL GROWTH & WORKPLACE CULTURE

Step‑by‑step technical coaching to master payment gateway systems, POS terminals, and customer support tools

Gain valuable, practical experience in the fast‑paced financial technology and digital payments industry