Senior Customer Support Solutions Specialist

EPOS Pte. Ltd.; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Benefits offered by this job

Flexi Benefit Allowances

Birthday gift

Medical Insurance

Job summary

EPOS Pte. Ltd. in Kuala Lumpur seeks a Customer Support Solutions Specialist to join the expanding Support team. The role is an L3 / subject matter expert position focused on handling complex escalations, troubleshooting, and driving sustainable solutions across Support.

You will collaborate with Product, Technology, Operations, and other cross-functional teams to turn customer pain points into actionable improvements, improve processes, and optimize omnichannel support.

Qualifications

• 3+ years in Customer Service, Technical Support, or related field.
• Experience handling L2/L3 escalations or complex cases.
• Strong troubleshooting, analytical and problem-solving skills.
• Knowledge of omnichannel support (Email, Chat, WhatsApp, Phone).

Responsibilities

• 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.

Skills

Escalation handling

Troubleshooting

Cross-functional collaboration

Customer focus

Documentation

Analytical skills

Tools

CRM

Knowledge Base

AI chatbot

Support automation

Job description

EPOS Pte. Ltd. in Kuala Lumpur seeks a Customer Support Solutions Specialist to join the expanding Support team. The role is an L3 / subject matter expert position focused on handling complex escalations, troubleshooting, and driving sustainable solutions across Support.

You will collaborate with Product, Technology, Operations, and other cross-functional teams to turn customer pain points into actionable improvements, improve processes, and optimize omnichannel support.