Executive- Global Technical Support
Tabsquare Pte Ltd
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Benefits offered by this job
Job summary
Jora Malaysia is hiring for a technical support role requiring 1–2 years of experience in IT or SaaS support. Proficiency in Mandarin (Traditional) to support the Taiwan market and strong English communication are essential.
Experience with CMS and regional clients is preferred, with familiarity in Freshdesk, TeamViewer, and Datadog being advantageous. You will handle queries via phone, email, WhatsApp, and live chat, troubleshoot issues, and work with cross-functional teams to ensure timely
Qualifications
- Minimum 1–2 years of experience in technical support, IT support, help desk, application support, or SaaS support.
- Proficient in Mandarin, especially Traditional Mandarin, to support the Taiwan market.
- Strong written and verbal English communication skills.
- Experience supporting and troubleshooting issues for regional clients.
- Good understanding of Content Management Systems (CMS).
- Strong analytical and troubleshooting skills, including network, printer, and technical issues.
- Able to work independently, manage multiple issues, and meet tight timelines.
- Experience with Freshdesk, TeamViewer, and Datadog is an advantage.
- Previous experience in POS systems or F&B IT operations is a plus.
Responsibilities
- Handle, troubleshoot, and resolve technical and product support queries via phone, email, WhatsApp, and live chat within the required SLA.
- Troubleshoot issues thoroughly and identify the root cause before escalating when necessary.
- Log, track, and categorize customer issues accurately in the ticketing system.
- Maintain clear communication with clients and provide regular updates throughout the support process.
- Identify potential system bugs and elevate them to the relevant internal teams for further investigation.
- Coordinate with Level 2 and Level 3 support teams to resolve complex technical issues.
- Liaise with Account Managers and internal teams regarding payment and billing-related queries.
- Identify potential infrastructure or high-impact issues and notify the relevant internal teams.
- Contribute ideas and recommendations to improve support processes and customer experience.
Skills
Tools
Job description
Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.
Minimum 1–2 years of experience in technical support, IT support, help desk, application support, or SaaS support.
Proficient in Mandarin, especially Traditional Mandarin, to support the Taiwan market.
Strong written and verbal English communication skills.
Experience supporting and troubleshooting issues for regional clients.
Good understanding of Content Management Systems (CMS).
Strong analytical and troubleshooting skills, including network, printer, and technical issues.
Able to work independently, manage multiple issues, and meet tight timelines.
Experience with Freshdesk, TeamViewer, and Datadog is an advantage.
Previous experience in POS systems or F&B IT operations is a plus.
Minimum 1–2 years of experience in technical support, IT support, help desk, application support, or SaaS support.
Proficient in Mandarin, especially Traditional Mandarin, to support the Taiwan market.
Strong written and verbal English communication skills.
Experience supporting and troubleshooting issues for regional clients.
Good understanding of Content Management Systems (CMS).
Strong analytical and troubleshooting skills, including network, printer, and technical issues.
Able to work independently, manage multiple issues, and meet tight timelines.
Experience with Freshdesk, TeamViewer, and Datadog is an advantage.
Previous experience in POS systems or F&B IT operations is a plus.
Handle, troubleshoot, and resolve technical and product support queries via phone, email, WhatsApp, and live chat within the required SLA.
Troubleshoot issues thoroughly and identify the root cause before escalating when necessary.
Log, track, and categorize customer issues accurately in the ticketing system.
Maintain clear communication with clients and provide regular updates throughout the support process.
Identify potential system bugs and elevate them to the relevant internal teams for further investigation.
Coordinate with Level 2 and Level 3 support teams to resolve complex technical issues.
Liaise with Account Managers and internal teams regarding payment and billing-related queries.
Identify potential infrastructure or high-impact issues and notify the relevant internal teams.
Contribute ideas and recommendations to improve support processes and customer experience.
- Annual Leave
- Medical and Hospitalisation Leave
- EPF
- Medical Insurance
- Allowance Provided
- Performance Bonus
- Company Trip
- 5 Working Days
- Flexible Working Hours
- Annual Bonus
- Training Provided
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