Remote Client Success & App Support Specialist

TAIDII PTE. LTD.

Kuala Lumpur

On-site

MYR 67,000 - 89,000

Full time

10 days ago

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Job summary

TAIDII PTE. LTD. is seeking a proactive Client Success & Application Support Executive in Kuala Lumpur to provide remote support for Singapore customers. You will diagnose issues, resolve L1 tickets, and guide users through product features to ensure smooth operation and high satisfaction.

The role emphasizes problem diagnosis, troubleshooting, case ownership, and service quality in a hands‑on, customer‑facing capacity, with no project management responsibilities.

Qualifications

1–3 years of experience in Application Support, Customer Support, Customer Success, SaaS Support or Technical Support.
Ability to diagnose and troubleshoot application or system issues.
Able to independently resolve common L1 issues.
Experience handling escalated cases and coordinating with internal teams.
Strong written and spoken English.
Comfortable communicating with customers through WhatsApp, email and Zoom.

Responsibilities

Diagnose customer issues remotely and resolve 1st‑line (L1) problems.
Escalate non‑L1 issues according to SOPs and tracking procedures.
Provide clear product guidance and step‑by‑step assistance.
Conduct online product demonstrations and training sessions as needed.
Record inquiries and resolutions; feed back to Product/Tech/Operations teams.
Maintain ownership of cases and confirm resolution with customers.

Skills

Customer support

SaaS support

Troubleshooting

English communication

Remote work

Tools

Zoom

Email clients

Job description

The role emphasizes problem diagnosis, troubleshooting, case ownership, and service quality in a hands‑on, customer‑facing capacity, with no project management responsibilities.

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