Executive - Global Technical Support (Malaysia)

TabSquare.AI; Kampung Malaysia Tambahan; On-site; MYR 36,000 - 72,000; Full time

Job summary

TabSquare.AI is seeking an Executive - Global Technical Support to assist clients across SEA, ANZ, and Taiwan. You will troubleshoot, acknowledge, and resolve technical queries via phone, email, WhatsApp and live chat, and log all issues with proper categorization to meet SLA targets.

You will liaise with Level 2/3 teams and Account Managers on payments and billing queries, identify bugs, and push for fixes.

Qualifications

• Minimum of 1 year of working experience in a technical, help desk, application, or SaaS support function within the Tech, IT sector is ideal
• Bilingual proficiency in English and Mandarin is required to oversee and communicate with vendors and clients primarily based in English speaking countries as well as Hong Kong, Taiwan
• Experience in 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 with a high degree of integrity
• Experience with Freshdesk, TeamViewer, and Datadog
• Previous experience in POS or F&B IT Operations support is a plus

Responsibilities

• 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.

Skills

Bilingual English Mandarin

Analytical thinking

Troubleshooting

Communication skills

Autonomy

Integrity

Regional client support

Content management systems

POS/IT Operations exposure

Tools

Freshdesk

TeamViewer

Datadog

Job description

Job Description

As an Executive - Global Technical Support for TabSquare, you will be responsible for supporting clients with technical and product issues for all our solutions across the SEA and ANZ, Taiwan 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.

Qualifications

• Minimum of 1 year of working experience in a technical, help desk, application, or SaaS support function within the Tech, IT sector is ideal
• Bilingual proficiency in English and Mandarin is required to oversee and communicate with vendors and clients primarily based in English speaking countries as well as Hong Kong, Taiwan.
• Experience in 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 with a high degree of integrity.
• Experience with Freshdesk, TeamViewer, and Datadog.
• Previous experience in POS or F&B IT Operations support is a plus.

Why Join TabSquare

• Redefine the Future of Dining - Build AI, fintech, and digital solutions that transform how restaurants operate
• Create Lasting Impact, Fast - We take ownership, move with speed, and focus on what truly matters. See the real-world results of your work quickly and tangibly.
• Grow as a Leader - We raise the bar, develop the best, and provide clear career paths to leadership.
• Work in a Culture of Curiosity & Excellence - We dive deep, challenge assumptions, and use data to solve problems. We value bold ideas, experimentation, and continuous learning.
• Thrive in a Positive, Humble Environment - We bring good vibes through a collaborative, supportive culture where optimism sparks possibility and openness to feedback drives growth.