Customer Support Specialist

mx51; Malaysia; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading payments service provider in Malaysia seeks a Merchant Service Representative to support customers and resolve service issues. The ideal candidate has at least 2 years of experience in technical customer support, strong problem-solving skills, and is adaptable to a fast-paced environment. Benefits include work-from-home options and employee share plans.

Benefits

Work from overseas up to 4 weeks per year

Annual team offsite

Social events

Swap a public holiday

Paid leave for volunteering

Employee Share Option Plan

Paid parental leave

Qualifications

• At least 2 years experience in a technical customer service support role.
• Proven experience in troubleshooting payments or Point of Sale systems issues.

Responsibilities

• Handle incoming and outgoing calls, resolve support requests via ticket-based CRM.
• Troubleshoot technical issues and provide solutions.
• Identify and document merchant issues and patterns.

Skills

Customer service skills

Troubleshooting

Time management

Communication skills

Adaptability

Tools

Zendesk

Job description

mx51 is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. We are building a payment platform that allows merchants to accept payments in-store, in-app and online, whilst consolidating all their data on a real-time business management dashboard.

We care about our merchants and providing an excellent merchant experience is integral to what we believe in. We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services.

Key Responsibilities

• Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls.
• Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates.
• Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem.
• Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue.
• Manage the escalation process where required to better service merchants.
• Contribute towards merchant servicing documentation, both creation and maintenance.
• Manage internal & external system access to support oriented systems.

About You

• A can do attitude, and a willingness to learn, we are keen for you to grow with our business.
• A genuine interest in payments and technology and want to further your skills in the industry.
• Willingness to build relationships and communicate with internal + external stakeholders.
• Adaptability, multitasking and working in a fast paced environment. You will need to have good time management skills.
• Ability to think on your feet and problem solve.
• Flexible to work on a rotating roster in a structured environment.

Experience Required

• At least 2 years experience as a help desk technician or a technical customer service support role.
• Proven experience in troubleshooting banking, payments or Point of Sale (POS) systems issues.
• Previous experience working with Zendesk or other ticketing systems.

What we offer

You will be joining an incredible team who are committed to our vision and company values. Our innovative culture gives you opportunities to make real contributions that will shape the future of the business. In addition to a fun and flexible work environment, we also offer:

• Work from overseas up to 4 weeks per year
• Annual team offsite
• Social events run by our social committee
• Swap a public holiday and take an alternative day off
• Paid leave for volunteering
• Employee Share Option Plan (subject to invitation)
• Paid parental leave for primary and secondary carers
• Novated lease and salary sacrifice options

mx51 is an equal opportunity employer that is committed to creating a diverse and inclusive environment. All qualified applicants will receive consideration for this role without bias to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.

Note: mx51 does not accept unsolicited resumes or applications from recruitment agencies.