L1 Technical Support

Mission Consultancy Services Malaysia; Kuala Lumpur; On-site; MYR 50,000 - 84,000; Full time

Job summary

Mission Consultancy Services Malaysia is seeking a dedicated Technical Support professional to prioritize the customer, manage tickets within SLAs, and provide product knowledge to internal clients. The role involves handling calls, resolving system issues, and escalating when necessary.

Applicants should have at least 3 years in a similar field, strong English communication, and be able to work flexible hours to support customers worldwide.

Qualifications

• Min 3 years of experience in a customer service or tech support role.
• Ability to keep customers at the forefront of all requests.
• Strong communication and escalation handling skills.

Responsibilities

• Own and track tickets within SLAs.
• Take calls and service ticket requests via ticketing system.
• Provide product knowledge expertise and internal support.
• Escalate to Level 2/3 when needed and inform clients and management.
• Maintain and update Knowledgebase and monitor systems for issues.
• Be available for 24/5 global support and shifts as required.

Skills

Customer focus

Communication skills

English fluency

Problem solving

Team collaboration

Tools

Ticketing system

Knowledgebase management

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.

Own and track tickets within SLAs

Identify, resolve or manage the resolution of system issues

Take calls and service ticket requests on a ticket system

Supports internal clients with system admin tasks and product knowledge expert advice.

Seek more information, by asking the right questions to collect information to resolve the issue or escalated to a specialist

Communicate to Level 1, 2, 3 teams keeping clients and management informed

Manage escalation to 2nd Line ü Updating and managing Knowledgebase

Familiar working with automated system monitoring and applications across large networks

Technical Support is a 24 hours/ 5 days a week responsibility for customers around the world

Be a part of a scheduled shift rotation ü Assignments as required and relevant by Management

Achieve the KPIs

Requirements

Min 3 years of experience in the related field

Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.

Own and track tickets within SLAs ü Identify, resolve or manage the resolution of system issues

Take calls and service ticket requests on a ticket system

Supports internal clients with system admin tasks and product knowledge expert advice.

Seek more information, by asking the right questions to collect information to resolve the issue or escalated to a specialist ü Communicate to Level 1, 2, 3 teams keeping clients and management informed

Manage escalation to 2nd Line

Updating and managing Knowledgebase

Familiar working with automated system monitoring and applications across large networks

Fluent in English language both written and oral

Additional languages will be beneficial

May be required on occasion to work outside standard working hours

Candidates must be eligible to work and live in the country of employment.