Senior Customer Support Solutions Expert

EPOS Pte. Ltd.; Kuala Lumpur; On-site; MYR 100,000 - 167,000; Full time

Benefits offered by this job

Flexi Benefit Allowances

Birthday gift

Medical Insurance

Job summary

EPOS Pte. Ltd. is seeking a Customer Support Solutions Specialist to join our expanding Support team. The role is an L3 / subject matter expert position handling complex escalations, troubleshooting, and driving improvements across support processes.

You will collaborate with Product, Technology, and Operations to convert customer pain points into sustainable solutions and help optimise AI chat, routing, and automation across omnichannel channels.

Qualifications

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

Responsibilities

• Handle complex cases and escalations from L1/L2 teams (technical, product, payments, integrations).
• Investigate issues, perform root-cause analysis and identify solutions or workarounds.
• Act as a subject matter expert and guide support agents and leads.
• Identify recurring issues and drive SOP/workflow improvements.
• Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
• Support optimisation of AICC, AI chatbot, routing logic, and automation.
• Analyse CSAT, FCR, SLA, AHT, DSAT trends for improvements.
• Collaborate with Product/Tech on system enhancements and UAT.
• Translate pain points into clear requirements and actionable solutions.
• Support continuous improvement to enhance customer experience and efficiency.

Skills

3+ years in CS

Escalation handling

Troubleshooting

Omnichannel support

Documentation

Tools

CRM

Knowledge Base

AI chatbot

Support automation

Job description

EPOS Pte. Ltd. is seeking a Customer Support Solutions Specialist to join our expanding Support team. The role is an L3 / subject matter expert position handling complex escalations, troubleshooting, and driving improvements across support processes.

You will collaborate with Product, Technology, and Operations to convert customer pain points into sustainable solutions and help optimise AI chat, routing, and automation across omnichannel channels.