Technical Support Specialist (Experienced)

Amast; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading tech firm in Kuala Lumpur is seeking a Technical Support Specialist to manage day-to-day technical support for customers. Responsibilities include handling issues via multiple channels, troubleshooting software problems, and coordinating with developers. Ideal candidates will have 2–4 years of experience in IT support, strong communication skills, and the ability to manage multiple cases efficiently. Join a dynamic team focused on positive customer experiences.

Qualifications

• 2–4 years in software/IT technical support experience.
• Comfortable supporting web-based applications.
• Able to perform basic troubleshooting.

Responsibilities

• Handle customer issues via WhatsApp, email, and calls.
• Resolve login and access issues.
• Track and update tickets until closure.

Skills

Technical support

Troubleshooting

Strong communication

Customer-focused

Tools

Postman

SQL

Jira

Freshdesk

Zendesk

Job description

Role Description

You will handleday-to-day technical supportfor customers and internal teams, focusing on issue resolution, system guidance, and coordination with developers. This role is suitable for someone who hasprevious experience supporting software products, can troubleshoot confidently, and communicates clearly with business users.

Responsibilities

• Handle customer issues via WhatsApp, email, and calls
• Troubleshoot and resolve:
  • Login and access issues
  • User errors and data entry problems
  • Basic system configuration issues
• Gather issue details and replicate problems when needed
• Track and update tickets until closure
• Escalate technical problems to the development team with clear notes
• Support:
  • New system rollouts
  • UAT and user training sessions
• Prepare:
  • Simple guides, FAQs, and support documents
  • Weekly support status reports

Required Experience

• 2–4 years in software/IT technical support
• Comfortable supportingweb-based applications
• Able to do basic troubleshooting:
  • Browser checks (cache, device, screenshots)
  • Simple data validation
  • Identifying whether issue is user-side or system-side
• Strong communication with business and non-technical users
• Good understanding of support process (ticketing, follow-ups, prioritization)

Nice to Have

• Experience with:
  • Postman / API testing (basic understanding only)
  • SQL viewing (e.g., checking records)
  • UAT coordination with clients
• Worked with enterprise customers (banks, retail, logistics)
• Familiarity with tools like Jira, Freshdesk, or Zendesk

Soft Skills

• Professional and calm under pressure
• Strong ownership and follow-through
• Good documentation habits
• Ability to handle multiple cases at once
• Patient and customer-focused mindset