IT Customer Support / Technical Support

UpGrowth HR Sdn. Bhd.; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

UpGrowth HR Sdn. Bhd. seeks a customer-focused IT support representative in Kuala Lumpur.

You will provide first-level assistance for payment gateway inquiries, diagnose and resolve software issues, and train users to ensure smooth system usage. You will work with internal teams on problems and may assist with pre-implementation discussions under a deadline-driven environment. The role requires a Diploma or higher in CS/IT/SE/Math, fluent Mandarin and English, and at least 1 year of customer

Qualifications

• Diploma/Advanced/Higher/Graduate Diploma in Computer Science, Information Technology, Software Engineering, Mathematics or equivalent.
• Strong verbal and written communication skills in Mandarin and English.
• At least 1 year in customer service or IT support.
• Basic knowledge of IT systems and software troubleshooting preferred.

Responsibilities

• Provide first-level support to end users for payment gateway system inquiries via phone, chat, or remote assistance.
• Diagnose, troubleshoot, and resolve software-related technical issues efficiently.
• Deliver product training and guidance to end users to ensure effective system usage.
• Handle customer issues in a timely, professional, and customer-focused manner.
• Gather and analyse information related to technical problems, and collaborate with internal IT teams to resolve issues.
• Participate in ad-hoc projects and support pre-implementation discussions and activities.

Skills

Customer service

Communication

Analytical thinking

Multitasking

Teamwork

Work under pressure

Education

Diploma/Advanced Diploma in CS/IT/SE/Math

Tools

IT troubleshooting

Job description

JOB RESPONSIBILITIES:

• Provide first-level support to end users for payment gateway system inquiries via phone calls, chat messages, or remote assistance.

• Diagnose, troubleshoot, and resolve software-related technical issues efficiently.

• Deliver product training and guidance to end users to ensure effective system usage.

• Handle customer issues in a timely, professional, and customer-focused manner.

• Gather and analyse information related to technical problems, and collaborate with internal IT teams to resolve issues.

• Participate in ad-hoc projects and support pre-implementation discussions and activities.

JOB REQUIREMENTS:

• Candidates must possess at least Diploma/Advanced/Higher/Graduate Diploma in Computer Science, Information Technology, Software Engineering, Mathematics or equivalent.

• Required language(s): Mandarin, English

• At least 1 year of relevant experience in Customer Service or IT Support field.

• Strong verbal and written communication skills.

• Basic knowledge of IT systems and software troubleshooting (preferred).

• Strong analytical and problem-solving abilities.

• Ability to work under pressure and manage multiple tasks.

• Ability to work independently and as part of a team.