Senior Technical Support Lead

The Access Group; Kuala Lumpur; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A leading software provider in Kuala Lumpur is seeking a customer support professional dedicated to delivering high-quality service across multiple channels. You'll handle complex customer escalations, improve operational processes, and contribute to team training. Ideal candidates have strong analytical and problem-solving skills and experience in customer service. This role promises growth in a fast-paced environment with a strong emphasis on collaboration and innovative solutions.

Benefits

25 days leave a year

Health contribution

Three charity days

Opportunities for career progression

Qualifications

• Experience in delivering high-quality customer support across different channels.
• Ability to manage complex customer escalations and technical issues.
• Strong capability in training and coaching team members.

Responsibilities

• Deliver Premier customer support across cases, chat, and phone.
• Create and maintain Knowledge Base articles using KCS methodology.
• Identify trends and risks in customer portfolio and drive improvements.
• Oversee daily operations of the Premier Pod and deputize when needed.

Skills

Strong analytical skills

Problem-solving skills

Creative thinking

Customer service orientation

Job description

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

About you:

You are excited about working for a best in class, fast growing Software house and solve business-critical problems for our customers. You have strong analytical and problem-solving skills and are a creative thinker. You are passionate about software and its potential to move organizations forward through innovation. You also have the desire to help your customers by giving them a celebrity service!

Day-to-day, you will:

• Deliver high-quality Premier customer support across cases, chat, and phone, resolving queries in line with SLAs and exceeding Access Customer Service standards.

• Create, maintain, and improve Knowledge Base articles following KCS methodology, documenting Premier client configurations and solutions.

• Proactively manage your customer portfolio by identifying case trends, potential risks, and service impacts, and driving mitigation and continuous improvement.

• Oversee the smooth daily operations of the Premier Pod and deputise for the Team Leader or Senior Technical Support Engineer when required.

Your skills and experiences might also include:

• Lead complex customer escalations end-to-end, troubleshooting critical technical issues, identifying root causes, providing resolutions, and delivering Root Cause Analysis when required.

• Collaborate with Product Managers, Support Management, CSMs, and key customers to drive product improvements, customer success initiatives, and reduce support cost-to-serve.

• Analyse KPI trends and customer data, replicate customer environments to recreate issues, and propose improvements to operational and troubleshooting processes.

• Enable team capability through knowledge sharing and training—coaching team members, creating and delivering training/webinars, supporting onboarding, contributing to KB articles (KCS), and assisting with customer events and focus groups.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.

Love Work. Love Life. Be You.