Customer Support Specialist - Malaysia

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

Job summary

A leading educational technology company in Kuala Lumpur is seeking a customer support professional to join their team. The ideal candidate will have over two years of experience in customer support, preferably in the education sector. You will address customer issues, provide technical support, and gather feedback to improve product quality. Candidates should possess excellent communication skills and the ability to work independently. The role follows Malaysia hours, Monday to Friday.

Qualifications

• 2+ years of customer support experience, preferably in education or education technology.
• Ability to investigate and resolve technical issues quickly.
• Thrives in a fast-paced working environment.

Responsibilities

• Quickly and effectively solve customer issues from administrators and their teachers.
• Identify and escalate software challenges or bugs to the team.
• Collect product feedback and share findings.

Skills

Empathy

Patience

Excellent writing and communication skills

Technical issue resolution

Organization

Tools

Zendesk

Job description

Overview

About Us: Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is the only elementary learning experience platform, offering a suite of award-winning tools, resources, and curriculum for teachers to deliver joyful, inclusive instruction. Through interactive lessons, digital portfolios, and two-way communication features, Seesaw keeps everyone in the learning loop by providing continuous visibility into the student's learning experience to support and celebrate their learning.

Our Mission: Seesaw’s mission is to provide every elementary student with joyful and connected learning experiences that lay the foundation for success in life.

Your Team: The Seesaw Customer Support team is integral to our customer’s success. We care deeply about our product and we work closely with every team across the organization to ensure we deliver top quality support to schools, teachers and their families.

Your Role: We want every teacher and school to be successful with Seesaw and are looking for thoughtful, compassionate problem-solvers to join our Support Team. At Seesaw, we believe that incredible customer support is the best marketing tool we have and that every customer who interacts with us should feel excited to use Seesaw in their classroom and empowered with the information or tools they need to do just that.

Responsibilities

• Quickly and effectively solve customer issues from school/district administrators and their teachers and parents to ensure that they are successful using Seesaw
• Identify and escalate software challenges or bugs to the team
• Learn the ins and outs of our product to become a Seesaw expert
• Keep relevant teams informed of support issues
• Collect product feedback and share findings

Qualifications

• Deep empathy and patience for teachers, schools, and parents
• 2+ years of customer support experience, preferably in education or education technology
• Zendesk or similar support tool experience
• Thrives in a fast-paced working environment
• Excellent writing and communication skills
• A desire to become an expert on our product (previous experience with Seesaw a plus)
• Ability to investigate and resolve technical issues quickly
• Highly organized and detail-oriented
• Ability to work autonomously, as this role may require handling tasks during hours when team support is limited
• Work Schedule: Malaysia hours: Monday-Friday 5:00 am to 1:30 pm Malaysia Time

Our company participates in E-Verify.