Global 24/7 Helpdesk Support Specialist (Payments)

TNS Inc.; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

TNS is seeking a motivated Helpdesk Support Specialist in Kuala Lumpur, Malaysia, to join our team handling first line support across the Accept, Connect and Orchestrate portfolios. The role includes a 24x7 shift rotation and responsibilities for inquiries, service requests and incident support.

The position emphasizes effective communication with stakeholders, timely incident resolution, and adherence to documented processes while providing support across global operations.

Qualifications

• Experience in a 24/7 Operations Service Desk or technical support role.
• Proficiency with ticketing systems like Remedy or Salesforce.
• Strong communication with local and remote team members and clients.
• Ability to query SQL databases.
• Analytical fault-finding and adherence to processes.

Responsibilities

• Maintain 24x7 shift coverage including weekends and public holidays.
• Monitor services, log incidents and troubleshoot across TNS Accept, Connect and Orchestrate products.
• Perform daily checks on platforms and escalate issues as needed.
• Resolve tickets and communicate updates through incident lifecycle.
• Collaborate with internal teams and third parties during incidents.
• Maintain high levels of verbal and written communication with customers and stakeholders.
• Support post-incident analysis and change management activities.

Skills

SQL queries

Customer communication

Problem solving

24x7 shift coordination

Ticketing system usage

Tools

Remedy

Salesforce

Job description

TNS is seeking a motivated Helpdesk Support Specialist in Kuala Lumpur, Malaysia, to join our team handling first line support across the Accept, Connect and Orchestrate portfolios. The role includes a 24x7 shift rotation and responsibilities for inquiries, service requests and incident support.

The position emphasizes effective communication with stakeholders, timely incident resolution, and adherence to documented processes while providing support across global operations.