Customer Support Specialist ( Voice & Non Voice)

Foundever Malaysia Sdn.Bhd; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

Foundever Malaysia Sdn.Bhd is seeking an experienced customer support professional in Kuala Lumpur to provide premium, human-first assistance across chat and voice channels. You will troubleshoot software, hardware, and connectivity issues with calm precision and reference deep product knowledge.

The role requires 1-2 years in customer support, excellent English, and strong communication. You will collaborate with engineering to flag recurring issues and contribute to knowledge-base updates,

Qualifications

• SPM, Diploma, Degree or equivalent (technical certifications are a plus).
• 1-2 years of proven experience in customer support.
• Technical troubleshooting skills for software, hardware, and connectivity.
• Excellent written and spoken English (CEFR C1 level or equivalent local standard).
• High adaptability to new software tools, changing products, and evolving policies.
• Proficiency with CRM systems and internal knowledge base software.
• Clear, natural, and confident communication style.
• Strong composure and decision-making skills in dynamic situations.

Responsibilities

• Deliver premium, human-first support across both chat and phone channels
• Speak and type naturally using a warm, conversational tone that sounds genuine, real, and in control
• Balance empathy and logic to adapt tone and judgment to each unique interaction
• Represent the brand authentically by avoiding robotic customer service phrases
• Resolve app, hardware, and connectivity issues step by step with calm precision and clear communication
• Diagnose root causes through active listening to guide members toward unscripted, confident solutions
• Explain complex technical solutions naturally using deep product expertise rather than rigid scripts
• Collaborate with engineering teams to flag recurring bugs, complex edge cases, and system improvements
• Maintain deep expertise across all hardware, app, and ecosystem integrations to troubleshoot with precision
• Help maintain accurate, up-to-date internal knowledge bases for the team

Skills

Customer support

English proficiency

Strong communication

Technical troubleshooting

Adaptability

Education

Diploma or Degree

Tools

CRM systems

Knowledge base software

Job description

An internal progression path for specialists to build their foundation through Email and Chat support, demonstrating strong performance before transitioning to Voice. This role requires delivering premium, human-first support across both chat and phone channels, resolving technical issues with calm precision, and maintaining deep product expertise.

Key responsibilities

Deliver premium, human-first support across both chat and phone channels

Speak and type naturally using a warm, conversational tone that sounds genuine, real, and in control

Balance empathy and logic to adapt tone and judgment to each unique interaction

Represent the brand authentically by avoiding robotic customer service phrases

Resolve app, hardware, and connectivity issues step by step with calm precision and clear communication

Diagnose root causes through active listening to guide members toward unscripted, confident solutions

Explain complex technical solutions naturally using deep product expertise rather than rigid scripts

Collaborate with engineering teams to flag recurring bugs, complex edge cases, and system improvements

Maintain deep expertise across all hardware, app, and ecosystem integrations to troubleshoot with precision

Help maintain accurate, up-to-date internal knowledge bases for the team

Requirement

SPM, Diploma, Degree or equivalent (technical certifications are a plus)

1-2 years of proven experience in customer support

Technical troubleshooting skills for software, hardware, and connectivity

Excellent written and spoken English (CEFR C1 level or equivalent local standard)

High adaptability to new software tools, changing products, and evolving policies

Proficiency with CRM systems and internal knowledge base software

Clear, natural, and confident communication style

Strong composure and decision-making skills in dynamic situations

Business Support Services 51-100 employees

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.