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

Role Summary

We are looking for a Customer Support Solutions Specialist to join our growing Customer Support team.

This is an L3 / subject matter expert role focused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely with Product, Technology, Operations, and other cross-functional teams to turn customer pain points into effective and sustainable solutions.

What You'll Do

• Handle complex cases and escalations from L1/L2 teams, including 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.

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

💼 Perks of Joining Us

• 📈 Flexi Benefit Allowances
• 🎁 Birthday gift
• 🏥 Medical Insurance