Technical Customer Support Specialist - SQL & Remittance

Tranglo Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 45,000; Full time

Job summary

Tranglo Sdn Bhd is seeking a Customer Support Specialist to join our team in a fast-paced payment and telecommunications environment. You will investigate and resolve transaction issues while leveraging SQL and Excel for data analysis and reporting.

The role demands strong problem-solving, clear communication in English and Bahasa Malaysia, and the ability to work in shift-based 24/7 operations, including weekends and public holidays.

Qualifications

• Diploma or degree in a relevant field is required.
• 2 years of experience in customer support or a related role is required.
• Experience in telecommunications, fintech, remittance or payment services is preferred.
• Strong troubleshooting, analytical and problem-solving skills.
• Basic to intermediate SQL knowledge to support investigations.
• Good Excel skills to analyse data and prepare reports.
• Familiarity with payment transactions, APIs or system integrations is an advantage.
• Experience with Zendesk/Slack or similar ticketing platforms is preferred.
• Excellent English and Bahasa Malaysia communication skills.

Responsibilities

• Provide high-quality support for GloTransfer and GloRemit via email, phone, chat.
• Investigate, troubleshoot and resolve transaction and service issues promptly.
• Perform detailed transaction investigations using SQL queries and reports.
• Retrieve, analyse and validate data with SQL and Excel for investigations.
• Handle customer complaints professionally and follow up until resolution.
• Ensure information shared with customers is accurate and within guidelines.
• Monitor service performance and identify delays or abnormal activity.
• Coordinate with Product, Technology, Operations, Risk, Compliance and Finance.
• Liaise with banking partners and external stakeholders for investigations.
• Conduct cross-checking and reconciliation with partners and internal systems.
• Perform daily balance checks and reroute products/transactions when needed.
• Monitor disruptions and communicate with customers via broadcasts.
• Maintain records of interactions, investigations and resolutions.
• Identify recurring issues for root-cause analysis and improvements.
• Follow procedures, controls, compliance requirements and policies.
• Demonstrate ownership and ensure timely issue resolution.

Skills

Customer Support

Troubleshooting

Transaction Investigation

Data Analysis

Communication

Multitasking

Remittance

Payment Operations

Telecommunications

Collaboration

Education

Diploma in any field

Degree in Business Admin/Accounting/Banking & Finance/IT/CS

Tools

SQL

Microsoft Excel

Zendesk

Slack

Job description

Tranglo Sdn Bhd is seeking a Customer Support Specialist to join our team in a fast-paced payment and telecommunications environment. You will investigate and resolve transaction issues while leveraging SQL and Excel for data analysis and reporting.

The role demands strong problem-solving, clear communication in English and Bahasa Malaysia, and the ability to work in shift-based 24/7 operations, including weekends and public holidays.