Global 24/5 Technical Support Specialist

Two95 International Inc.; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Two95 International Inc. is seeking a proactive Technical Support Specialist to advocate for customers, manage tickets and ensure SLA adherence across shifts.

You will work with Tier 1–3 teams, maintain knowledgebase articles, and monitor systems to resolve issues, communicating clearly with clients and internal stakeholders. The role requires fluent English, some additional languages beneficial, and flexibility to work outside standard hours on a rotating schedule.

Qualifications

• Strong customer-facing communication skills and problem-solving ability.
• Experience with ticketing systems and knowledgebase maintenance.
• Wlexibility to work in rotating shifts and global support hours.
• Eligible to work and live in the country of employment.

Responsibilities

• Own and track tickets within SLAs.
• Identify, resolve or escalate system issues.
• Take calls and service ticket requests on a ticketing system.
• Support internal clients with system admin tasks and expert advice.
• Update and maintain Knowledgebase.
• Work with monitoring tools across large networks.
• Provide 24x5 support for customers worldwide.
• Be part of a scheduled shift rotation.
• Meet KPIs and performance targets.

Skills

Customer advocacy

Ticket management

SLA awareness

Troubleshooting

Communication

Escalation handling

Knowledge management

English proficiency

Team coordination

Shift work

KPI achievement

Tools

Ticketing system

Knowledgebase

System monitoring

Job description

Two95 International Inc. is seeking a proactive Technical Support Specialist to advocate for customers, manage tickets and ensure SLA adherence across shifts.

You will work with Tier 1–3 teams, maintain knowledgebase articles, and monitor systems to resolve issues, communicating clearly with clients and internal stakeholders. The role requires fluent English, some additional languages beneficial, and flexibility to work outside standard hours on a rotating schedule.