Technical Support Specialist - L1

Two95 International Inc.; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Two95 International Inc. is seeking a proactive Technical Support Specialist to advocate for customers, manage tickets and ensure SLA adherence across shifts.

You will work with Tier 1–3 teams, maintain knowledgebase articles, and monitor systems to resolve issues, communicating clearly with clients and internal stakeholders. The role requires fluent English, some additional languages beneficial, and flexibility to work outside standard hours on a rotating schedule.

Qualifications

• Strong customer-facing communication skills and problem-solving ability.
• Experience with ticketing systems and knowledgebase maintenance.
• Wlexibility to work in rotating shifts and global support hours.
• Eligible to work and live in the country of employment.

Responsibilities

• Own and track tickets within SLAs.
• Identify, resolve or escalate system issues.
• Take calls and service ticket requests on a ticketing system.
• Support internal clients with system admin tasks and expert advice.
• Update and maintain Knowledgebase.
• Work with monitoring tools across large networks.
• Provide 24x5 support for customers worldwide.
• Be part of a scheduled shift rotation.
• Meet KPIs and performance targets.

Skills

Customer advocacy

Ticket management

SLA awareness

Troubleshooting

Communication

Escalation handling

Knowledge management

English proficiency

Team coordination

Shift work

KPI achievement

Tools

Ticketing system

Knowledgebase

System monitoring

Job description

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Own and track tickets within SLAs
• Identify, resolve or manage the resolution of system issues
• Take calls and service ticket requests on a ticket system
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to resolve the issue or escalatem to a specialist
• Communicate to Level 1, 2, 3 teams keeping clients and management informed
• Manage escalation to 2nd Line
• Updating and managing Knowledgebase
• Familiar working with automated system monitoring and applications across large networks
• Technical Support is a 24 hours/ 5 days a week responsibility for customers around the world
• Be a part of a scheduled shift rotation
• Assignments as required and relevant by Management
• Achieve the KPIs
• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Own and track tickets within SLAs
• Identify, resolve or manage the resolution of system issues
• Take calls and service ticket requests on a ticket system
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to resolve the issue or escalatem to a specialist
• Communicate to Level 1, 2, 3 teams keeping clients and management informed
• Manage escalation to 2nd Line
• Updating and managing Knowledgebase
• Familiar working with automated system monitoring and applications across large networks
• Fluent in English language both written and oral
• Additional languages will be beneficial
• May be required on occasion to work outside standard working hours
• Candidates must be eligible to work and live in the country of employment.