IT Support Specialist - Customer-Centric Troubleshooter

DLHA TECH SDN BHD; Kuala Lumpur; On-site; MYR 45,000 - 69,000; Full time

Job summary

DLHA TECH SDN BHD in Kuala Lumpur seeks a customer support professional to deliver timely assistance across channels, troubleshoot basic issues, and coordinate with backend teams. The role emphasizes clear written communication and building strong customer relationships.

The ideal candidate holds a Diploma or Degree (IT background preferred) with 1–2 years in customer service or IT support, strong problem-solving, and a proactive, detail-oriented mindset. Alternate Saturdays required.

Qualifications

• Diploma/Degree in any field; IT background preferred.
• 1–2 years in customer service or IT support is favorable.
• Strong problem-solving skills are essential.
• Proficient with email and messaging apps for clear communication.
• Positive learning attitude and basic technical understanding of mobile/web apps.
• Advantageous: able to liaise with Chinese-speaking clients.
• Proactive, detail-oriented, stress-resilient with excellent communication.

Responsibilities

• Deliver high levels of customer satisfaction through professional and timely support.
• Handle inquiries, complaints, and feedback across email, messaging platforms, and support channels.
• Troubleshoot basic user issues and aim for first-contact resolution.
• Escalate and coordinate complex issues with backend or technical teams.
• Build positive relationships with customers through effective written communication.
• Process support requests accurately and efficiently for company projects.
• Update and maintain customer accounts and profile information.
• Manage customer feedback while coordinating issue resolution internally.
• Support basic application testing (App Testing / UAT) to identify issues and improvements.
• Assist in bug reporting, validation of fixes, and monitoring user experience.
• Provide feedback to improve workflows, usability, and support processes.
• Participate in ad-hoc assignments and project support when required.
• Alternate Saturday work is required.

Skills

Problem-solving

Email & messaging tools

Communication

Learning attitude

Technical understanding

Stress resilience

Education

Diploma/Degree (IT background preferred)

Job description

DLHA TECH SDN BHD in Kuala Lumpur seeks a customer support professional to deliver timely assistance across channels, troubleshoot basic issues, and coordinate with backend teams. The role emphasizes clear written communication and building strong customer relationships.

The ideal candidate holds a Diploma or Degree (IT background preferred) with 1–2 years in customer service or IT support, strong problem-solving, and a proactive, detail-oriented mindset. Alternate Saturdays required.