Global Tech Support Executive — SEA & ANZ

TabSquare.AI

Kampung Malaysia Tambahan

On-site

MYR 36,000 - 72,000

Full time

14 days+

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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.