Executive, Digital Product

Brickfields Asia College; Selangor; On-site; MYR 30,000 - 45,000; Full time

Job summary

An educational institution in Selangor is seeking a Customer Support Specialist to manage Helpline tickets and provide Tier 2 support for digital platforms. The role involves conducting training sessions for new agents and serving as a Subject Matter Expert on the AI Chatbot functionalities. Candidates should have at least 1 year of experience in customer service or technical support, with proven skills in using Helpdesk ticketing systems. If you are innovative and passionate about customer service in digital environments, apply now.

Qualifications

• Minimum 1 year experience in a customer service, technical support, or digital operations role.
• Proven experience using and managing a Helpdesk ticketing system.
• Prior exposure to AI Chatbot or Conversational AI platforms is highly desirable.

Responsibilities

• Manage the daily queue of incoming Helpline tickets and digital enquiries.
• Act as Tier 2 support for escalated customer support issues.
• Conduct onboarding and training sessions for new Helpline agents.
• Serve as the internal Subject Matter Expert on chatbot functionalities.

Skills

Customer service

Technical support

Helpdesk ticketing systems

AI Chatbot platforms

Tools

Zendesk

Freshdesk

ServiceNow

Job description

• Manage the daily queue of incomingHelpline tickets and digital enquiries, ensuring timely and accurate resolution according to service level agreements (SLAs).
• Act as the Tier 2 support, handling escalated customer support issues that require deeper knowledge of the digital platforms or problem-solving.
• Monitor service dashboards and generate basic reports on ticket volume, resolution time and common customer issues to identify trends.

2. Chatbot Platform & Agent Onboarding

• Maintain a high-level understanding of the AI Chatbot platform's architecture, dialogue flows, and knowledge base.
• Develop and maintain up-to-date training materials and operational guides for the chatbot platform.
• Conduct hands‑on onboarding and training sessions for new Helpline agents, ensuring they are proficient in using the chatbot interface and escalation procedures.
• Serve as the internal Subject Matter Expert (SME) on all chatbot functionalities.
• Act as primary contact for the AI Chatbot Provider Team for troubleshooting, reporting bugs, coordinating maintenance windows and implementing new features.
• Conduct regular quality assurance (QA) checks on chatbot performance, identifying conversational gaps and suggesting improvements to dialogue logic.
• Assist the Digital Product team with testing new features, providing real‑world operational feedback, and ensuring a seamless user experience across all digital channels.

Job Requirements

• Minimum 1 year experience in a customer service, technical support or digital operations role.
• Proven experience using and managing a Helpdesk ticketing system (e.g.,Zendesk, Freshdesk, ServiceNow)
• Prior exposure to or hands‑on experience with AI Chatbot or Conversational AI platforms (e.g., Dialogflow, Rasa, or proprietary solutions) is highly desirable.

Disability type

Not Applicable

About Brickfields Asia College Sdn Bhd

Brickfields Asia College (BAC) offers students the “Fastest and Smartest Way” to over 200 world‑class law and business degrees. BAC provides its students with an unrivalled educational experience along with graduate recognition and mobility as its innovative programmes offer them a choice to graduate from over 25 UK universities.

In line with its mission of providing quality education that meets international standards, BAC has consistently been lauded for its excellence in the field. The college has received numerous industry awards including Global Business Outlook’s Best Brand in Education in Malaysia 2015 and the Best Brand in Legal Education for five consecutive years.

Known as the Nation’s No. 1 Law School, BAC has produced over 1,000 World and National Top Students, Book Prize Winners, 1st Class and 2nd Upper graduates at pre‑university, university and postgraduate levels over the past five years.

BAC’s programmes provide students with international learning experiences that stimulate and develop communication, collaboration, creativity and proble