Technical Customer Service Specialist (E-commerce)

TDCX; Kuala Lumpur; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur is seeking a Technical Customer Service Specialist to handle technical inquiries and support developers. The ideal candidate should have at least a diploma and two years of experience in technical support or platform services. You will diagnose API issues, create documentation, and collaborate with product teams. Excellent communication skills are essential, along with the ability to adapt to new technologies. This role offers an opportunity to enhance the developer experience.

Qualifications

• At least a diploma or higher education in any field.
• Preferable 2 years experience in technical support or customer service.
• Strong communication skills and good phone etiquette.

Responsibilities

• Handle developer feedback and technical inquiries.
• Diagnose and troubleshoot API integration issues.
• Create and maintain troubleshooting documentation.

Skills

Technical support

API knowledge

SDK understanding

Effective communication

Education

Diploma or higher in any field

Job description

Technical Customer Service Specialist (E-commerce)

Handle developer feedback and technical inquiries related onboarding, integration launch and operations

Diagnose and troubleshoot issues related to API Integration and open platform access

Create and maintain FAQ's, troubleshooting documentation, and standard response templates

Collaborate with engineering and product teams to identify and resolve platform bugs or performance issues.

Analyze recurring developer pain points and drive initiatives to optimize platform functionality and support efficiency

Contribute Insights to improve the overall developer journey and product experience

Who are we looking for?

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.

Preferable 2 years of working experience in the technical support, platform customer service, or developer relations

Preferable working knowledge APIs, SDKs, and common developer toolchains

Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs

Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation)

Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones

Excellent verbal and written communication skills in English and the language of the supporting market.