Executive- Global Technical Support

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

Job summary

A global delivery service provider is seeking a Technical Support Executive in Kuala Lumpur, Malaysia. The role entails providing technical support to clients across SEA and ANZ markets, troubleshooting technical issues, and maintaining communication throughout the support process. Ideal candidates should have a minimum of 2 years' experience in technical support, strong English communication skills, and be adept at troubleshooting complex issues. Flexible candidates who can work autonomously will thrive in this role.

Qualifications

• Minimum of 2 years of working experience in technical support.
• Strong written and oral English communication skills.
• Ability to troubleshoot complex content and network issues.

Responsibilities

• Acknowledge and resolve technical support queries efficiently.
• Log and track all queries accurately in the ticketing system.
• Maintain communication with clients throughout support queries.

Skills

Technical support

Communication skills

Troubleshooting

Content management systems

Tools

Freshdesk

TeamViewer

Datadog

Job description

Tabsquare is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany.

Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Tabsquare provides AI-powered technology solutions for the F&B industry. Through Tabsquare's solutions, restaurants can efficiently manage orders, process payments, and effectively engage with their customers. TabSquare assists partner restaurants in driving higher sales, streamlining operations, and delivering an enhanced customer experience. Tabsquare is a market leader with operations in Singapore, Malaysia, Indonesia, Australia, the Philippines, Taiwan, Thailand, Hong Kong, Sweden, and the UAE. Trusted by thousands of restaurants, TabSquare's clients include well-known F&B brands such as Pizza Hut, KFC, Minor Food Group, Sushi Tei, Paradise Food Group, Japan Foods Holding, Zingrill Holdings, The Coffee Club, Old Town White Coffee, Secret Recipe, and many more. TabSquare is a wholly owned subsidiary of Delivery Hero, a global leader in the food delivery industry. For more information, visit http://www.tabsquare.ai.

Job Description

Responsibilities:

As a Technical Support Executive for TabSquare, you will be responsible for supporting clients with technical and product issues for all our solutions across the SEA and ANZ markets. Core responsibilities include:

• Acknowledge, troubleshoot, and resolve technical support queries reported via phone, email, WhatsApp, and live chat end-to-end within defined SLAs.
• Attempt and exhaust all possible troubleshooting opportunities.
• Log and track all queries into ticketing tools, ensuring problem statements are correctly identified, and tickets are categorized accurately.
• Own the relationship and communication with clients throughout the course of a support query, providing periodic status updates.
• Identify potential bugs in solutions and elevate issues to relevant internal teams for additional debugging.
• Flag and notify potential high‑impact infrastructure issues to internal teams.
• Liaise with Level 2 and Level 3 teams when troubleshooting issues.
• Liaise with Account Managers and other internal stakeholders on payments and billing‑related queries.
• Adopt and maintain a client operations‑first mindset.
• Recommend and share improvement ideas for continuous improvement.
• The Employee, as per business needs, may be required to undertake any other such duties as may be assigned in line with the employee’s position, skills, and capabilities.

Qualifications

• Minimum of 2 years of working experience in a technical, help desk, application, or SaaS support function.
• Strong written and oral English communication skills.
• Experience interacting and troubleshooting issues for regional clients.
• Good understanding of content management systems.
• Analytical and able to troubleshoot complex content, network, and printer issues.
• Solid interpersonal and communication skills.
• Able to work autonomously under tight timelines.
• Flexible and high degree of integrity.
• Good to have but not mandatory: Mandarin speaking. Exposure to Freshdesk, TeamViewer, and Datadog. Previous work experience in a POS or F&B IT Operations support function.