Tier 1 SaaS Support Specialist — Customer-Centric Tech

Odaseva; Kuala Lumpur; Hybrid; MYR 36,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work environment

Job summary

Odaseva, a leader in enterprise data management and security, seeks a Tier 1 Support Specialist to join our Super Awesome Support team in Kuala Lumpur. You will handle inquiries, provide timely updates, and collaborate with Tier 2 to resolve issues, delivering a memorable customer experience.

You will contribute to QA on bugs and new features, help expand the knowledge base, and wear multiple hats to support all Odaseva teammates in a fast-growing ecosystem.

Qualifications

• 2-3 years of experience resolving technical issues for clients in a support environment ideally for a SaaS company.
• Background in establishing and building lasting customer relationships and/or customer support experience.
• Ability to multitask between calls, emails and open cases to resolve issues.
• Ability to thrive under tight deadlines.
• Comfortable presenting ideas internally and to client stakeholders.
• Excellent time and priority management skills.
• Excellent communication skills.
• Salesforce experience is a plus.
• Full professional proficiency in English.
• Able to cover weekend support.

Responsibilities

• Respond to support tickets and inquiries through phone, e‑mail, and live chat.
• Diligently work with customers by providing regular updates to tickets and open issues
• Communicate closely with Support tier 2 to troubleshoot and resolve issues
• Assist with QA regarding bugs and new features, consistently test functionality of the platform
• Assist in managing the knowledge base to help clients find answers to frequently asked questions
• Be passionate about making our customers happy
• Be open to wearing multiple hats with a readiness to support all members of the Odaseva team

Skills

Customer relationships

Multitasking

Time management

Presentation skills

Communication

English proficiency

Weekend support

Technical support experience

Tools

Salesforce

Job description

Odaseva, a leader in enterprise data management and security, seeks a Tier 1 Support Specialist to join our Super Awesome Support team in Kuala Lumpur. You will handle inquiries, provide timely updates, and collaborate with Tier 2 to resolve issues, delivering a memorable customer experience.

You will contribute to QA on bugs and new features, help expand the knowledge base, and wear multiple hats to support all Odaseva teammates in a fast-growing ecosystem.