Hybrid Tier 1 Support Specialist for SaaS Platform

Ultimate VC List; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Odaseva, a leader in enterprise data management and security solutions, is seeking a Tier 1 Support Specialist to join our Super Awesome Support team in Malaysia.

You will handle tickets via phone, e‑mail, and live chat, provide timely updates, and collaborate with Tier 2 engineers to troubleshoot and resolve issues. You will also contribute to QA and help grow the knowledge base while ensuring a positive customer experience.

Qualifications

• 2-3 years of experience resolving technical issues for clients in a support environment ideally for a SaaS company.
• Background in establishing and building lasting customer relationships and/or customer support experience
• Ability to multitask between calls, emails and open cases to resolve issues
• Ability to thrive under tight deadlines
• Comfortable presenting ideas internally and to client stakeholders
• Excellent time and priority management skills
• Excellent communication skills
• Salesforce experience is a plus
• Full professional proficiency in English
• Able to cover weekend support

Responsibilities

• Respond to support tickets and inquiries through phone, e‑mail, and live chat.
• Diligently work with customers by providing regular updates to tickets and open issues
• Communicate closely with Support tier 2 to troubleshoot and resolve issues
• Assist with QA regarding bugs and new features, consistently test functionality of the platform
• Assist in managing the knowledge base to help clients find answers to frequently asked questions
• Be passionate about making our customers happy
• Be open to wearing multiple hats with a readiness to support all members of the Odaseva team

Skills

Technical support

Communication skills

English proficiency

Customer relationship

Multitasking

Weekend support

Tools

Salesforce

Job description

Odaseva, a leader in enterprise data management and security solutions, is seeking a Tier 1 Support Specialist to join our Super Awesome Support team in Malaysia.

You will handle tickets via phone, e‑mail, and live chat, provide timely updates, and collaborate with Tier 2 engineers to troubleshoot and resolve issues. You will also contribute to QA and help grow the knowledge base while ensuring a positive customer experience.