Support Engineer

ZEONIQ; Shah Alam; On-site; MYR 30,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Medical, dental & optical coverage

Performance bonus

Training and development programs

Unlimited pantry supply

Monthly outings

Public transport accessible

Job summary

Evoloper Sdn. Bhd. is seeking a customer service professional based in Malaysia to handle inquiries via phone, email and chat. The role emphasizes maintaining SLAs, CSAT metrics and accurate activity records while delivering courteous, professional support.

Candidates with a Diploma or Bachelor’s in Business or Communications, 1–3 years’ experience, and strong Excel/Office skills are preferred. Fresh graduates are welcome, and immediate availability will be considered.

Qualifications

• Experience in customer service, software/tech a plus.
• Excellent communication via phone, email, chat.
• Fluency in Mandarin preferred for Mandarin-speaking clients.

Responsibilities

• Address inquiries via phone, email, and chat.
• Maintain SLAs and CSAT/resolution metrics.
• Resolve issues with follow-up until final resolution.
• Maintain detailed records of interactions.
• Collect feedback and identify areas for improvement.
• Participate in continuous improvement initiatives.

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Mandarin language

Education

Diploma/Bachelor's in Business/Communication

Tools

Excel

Word

PowerPoint

Job description

Evoloper Sdn. Bhd. is a research & development company, incorporated in July 2015. We are a team of very experienced developers providing cloud-based Software-as-a-Service (SaaS) point of sales solutions, focusing on F&B and retail industries.

Role and Responsibilities:

• Address customer inquiries promptly and professionally via various channels such as phone, email, and chat messages.
• Manage and maintain Service Level Agreements on response rate and time, productivity and Quality Matrices (CSAT/resolution time).
• Resolve service issues by understanding complaints, providing optimal solutions, and ensuring follow-up until resolution is achieved.
• Maintain a professional and positive attitude to provide the best experience for the customers.
• Demonstrate attention to detail and the ability to maintain detailed records of customer interactions.
• Collect and analyze customer feedback and identify area of improvement.
• Participate in continuous improvement initiatives.

Candidate Requirements:

Candidate must possess at least a Diploma or Bachelor’s Degree in Business, Communication or equivalent.

1-3 years of customer service experience, preferably in a software or tech-related industry.

Excellent communication skills via phone, email and chat message.

Strong problem-solving abilities and attention to detail.

Strong multi-tasking and organizational skills.

Able to manage high volumes of customer interactions while remaining composed under pressure.

Advanced proficiency in Microsoft Word, Excel and PowerPoint, with particular expertise in Excel.

Fluency in Mandarin is preferred for candidates as the role involves interactions with Mandarin-speaking clients.

Eager to learn and grow with the company.

Immediate availability will be given strong consideration.

Fresh graduates are welcome to apply.

Benefits & Others:

Competitive salary package

• Attractive compensation aligned with industry standards and your experience.

Medical, dental & optical coverage

• Comprehensive health benefits to keep you well.

Performance bonus

• Be rewarded for your contributions with regular performance-based bonuses.
• Enjoy work-life balance with adjustable start and end times.

Training and development programs

• Grow with us through continuous learning and career development support.

Unlimited pantry supply

• Stay energized with free snacks, drinks, and coffee all day.

Monthly outings

• Bond with your teammates through fun, company-sponsored outings every month.

Easily accessible by public transport (LRT/KTM)

• Convenient office location within walking distance of LRT/KTM stations.