Technical & Customer Support Specialist

Razer Merchant Services Sdn. Bhd.; Shah Alam; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading fintech company in Shah Alam is seeking a Technical & Customer Support Specialist. This role focuses on providing technical assistance and support for payment gateway services to merchants and customers. Candidates should have a Bachelor's degree in IT, strong troubleshooting skills, and excellent communication abilities. This position offers opportunities for professional growth within a dynamic work environment.

Qualifications

• Bachelor's Degree in Computer Science, IT, or equivalent required.
• 1+ years experience in technical support or customer service desired.
• Familiarity with payment processing systems and web technologies preferred.

Responsibilities

• Provide technical support for payment processing systems.
• Assist customers with account setup and configuration.
• Document interactions and technical issues.

Skills

Troubleshooting skills

Customer service orientation

Communication skills

Technical support experience

Education

Bachelor's Degree in Computer Science/IT

Tools

Ticketing systems

CRM software

Job description

Technical & Customer Support Specialist page is loaded

Technical & Customer Support Specialist

Apply locations Shah Alam time type Full time posted on Posted 21 Days Ago job requisition id JR2025005881

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities :

Position Overview:

As a Technical & Customer Support Specialist, you will provide technical assistance and support to merchants and customers utilizing our payment gateway services. You will focus on learning and mastering the technical aspects of payment processing, troubleshooting basic technical issues, and assisting merchants with integration and configuration tasks under the guidance of senior team members.

Key Responsibilities:

Technical Issue Resolution

• Provide first-line support, timely and effective technical assistance for technical issues related to payment processing systems, including but not limited to transaction failures, connectivity issues, API integrations, onboarding, etc., to customers and merchants via phone, email, chat, and ticketing system.

• Troubleshoot and resolve basic technical issues related to payment processing online and offline, including transaction failures, integration problems, and API issues promptly, utilizing available tools, resources, and documentation.

• Assist customers/merchants with account setup, configuration, and integration of our payment gateway with their websites or applications.

• Work collaboratively with senior team members to escalate and follow up on complex technical issues until resolution is achieved.

• Collaborate with internal teams, including product development, engineering, and QA, to escalate and resolve complex technical issues.

• Document troubleshooting steps, resolutions, and other relevant information for future reference and to contribute to the development of our knowledge base.

Operational Support

• Assist in monitoring the performance and reliability of payment processing systems, identifying and reporting any anomalies or potential issues.

• Document and maintain accurate records of customer interactions, technical issues, and resolutions.

• Work with seniors and operations managers to execute routine system maintenance tasks, such as software updates, database maintenance, and server configuration changes.

• Participate in testing and quality assurance processes for system upgrades, new features, and integrations.

• Provide educational support to customers and merchants on using the payment gateway effectively.

• Contribute to the development and improvement of operational procedures and documentation.

Client Interaction and Communication

• Communicate with clients and merchants to gather information about reported issues, provide updates on ongoing investigations, and ensure timely resolution.

• Respond to client inquiries and requests for assistance in a professional and courteous manner, maintaining high levels of customer satisfaction.

• Collaborate with account managers and sales teams to address client concerns and provide technical insights during pre-sales and post-sales interactions.

• Continuously seek opportunities to improve the customer support process, streamline workflows, and enhance the overall customer experience.

Collaboration and Knowledge Sharing

• Stay updated on industry trends, regulatory changes, and security standards related to payment processing.

• Work closely with cross-functional teams, including development, QA, product management, and customer support, to address technical and operational challenges.

• Actively participate in team meetings, study cases, training sessions, and knowledge-sharing initiatives to enhance technical skills and domain knowledge.

• Share insights, best practices, and lessons learned with colleagues to foster a culture of continuous improvement and collaboration.

Additional Information: This role may require occasional evening or weekend work to support clients in different time zones. Training will be provided to familiarize you with our products and processes. This is an excellent opportunity to gain valuable experience in the fintech industry and grow your career in technical support.

R equirements / Qualifications and Skills

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, in Computer Science/Information Technology or equivalent.

• Minimum of 1 year of experience in a relevant field is required.

• Preferably with prior experience in technical support or customer service within the fintech or payment processing industry.

• Familiarity with payment processing systems, APIs, electronic transactions, and web technologies is a plus.

• Familiarity with ticketing systems and CRM software.

• Strong troubleshooting and problem-solving skills.

• Strong customer service orientation, with the ability to communicate technical concepts effectively to non-technical users and maintain a positive customer experience.

• Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely. Multilingual skills (Bahasa Malaysia, English) are encouraged.

• Capable of working independently and collaboratively in a dynamic work environment.

• Flexibility and adaptability to quickly learn new technologies and tools, as well as to navigate changing priorities and requirements.

• Strong team player with a collaborative mindset, willing to contribute to the success of the team and organization.

• Willingness to adapt to changes in position, scope, or responsibilities as needed.

• Fresh graduates are encouraged to apply.

• Willingness to work extended hours, including evenings, weekends, or public holidays, to support clients across different time zones.

• Willingness to work in I-City.

Pre-Requisites :

Are you game?

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At Razer, you'll be at the forefront of the most exciting industry in the world — gaming. Evolving forms of gaming require evolving forms of hardware, software and services. That’s where Razer comes in, offering innovative top-of-the-line products and services to allow gamers to fully immerse in the ultimate gaming experience.

Getting onboard Razer will place you on a global mission to bring gamers closer to the games they love. Razer is a place to do great work, offering you the opportunity to be a part of a global team across 11 countries. Whether you are a hardcore evangelist who breathe life to the latest and greatest gaming gear or a behind-the-scene hero who runs our global operations, you are assured of a career-changing quest that transcends time zones and culture with one single spell: For Gamers. By Gamers.

The journey towards phenomenal-ness won’t come easy. However, we will excel because gamers rely on teamwork. We achieve greatness because we are wicked problem-solvers and tenacious in clinching victories in all that we do. It is the team that makes Razer where it is today and will continue to bring Razer to even greater heights.

Razer is proud to be certified as a Great Place to Work in both United States and Singapore. This is a testament to our commitment to make your quest at Razer a rewarding one