L3 Customer Support Solutions Specialist

EPOS; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Benefits offered by this job

Flexi Benefit Allowances

Birthday gift

Medical Insurance

Job summary

EPOS is seeking a Customer Support Solutions Specialist to join the growing Customer Support team in Malaysia. This L3 role focuses on handling complex escalations, troubleshooting issues, and driving solutions across cross-functional teams including Product, Technology, and Operations.

You will act as a subject matter expert, develop SOPs, and contribute to automation initiatives while monitoring KPIs like CSAT, FCR, and SLA to continually improve the customer experience.

Qualifications

• 3+ years of experience in Customer Service, Technical Support, Customer Operations, or related field.
• Experience handling L2/L3 escalations or complex customer cases.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good understanding of omnichannel support (Email, Chat, WhatsApp, Phone).
• Strong communication and documentation skills.
• Comfortable working with Product, Technology, Operations, and cross-functional teams.
• Customer-focused with strong ownership and accountability.
• Proactive mindset with ability to research gaps and propose practical solutions.
• Experience with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation is a plus.

Responsibilities

• Handle complex cases and escalations from L1/L2 teams across technical, product, payment, integration, and operational issues.
• Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
• Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
• Identify recurring customer issues and drive process, SOP, and workflow improvements.
• Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
• Support the optimisation of AICC, AI chatbot, routing logic, and customer support automation.
• Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
• Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
• Translate customer and operational pain points into clear requirements and actionable solutions.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Skills

3+ years exp

L2/L3 escalations

Omnichannel

Troubleshooting

Cross-functional

Communication

Proactive

CRM familiarity

Documentation

Tools

CRM systems

Knowledge Base

AI chatbot

Job description

EPOS is seeking a Customer Support Solutions Specialist to join the growing Customer Support team in Malaysia. This L3 role focuses on handling complex escalations, troubleshooting issues, and driving solutions across cross-functional teams including Product, Technology, and Operations.

You will act as a subject matter expert, develop SOPs, and contribute to automation initiatives while monitoring KPIs like CSAT, FCR, and SLA to continually improve the customer experience.