Troubleshooting-Driven Customer Support (Telecom/Remittance)

Tranglo; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Tranglo in Kuala Lumpur is seeking a Customer Support Specialist with advanced troubleshooting experience in Telecommunication and Remittance. You will handle international balance transfer and cross border payment issues and assist clients through email, phone, and live chat.

Responsibilities include diagnosing technical problems, documenting interactions, collaborating with cross-functional teams, using SQL for data retrieval, and keeping clients informed with accurate solutions.

Qualifications

• Strong Troubleshooting Skills and track record of solving complex problems.
• Ability to manage multiple products effectively.
• Proficient in writing and executing SQL queries for data retrieval and analysis.
• Advanced knowledge of Microsoft Excel for data analysis and reporting.
• Excellent written and verbal communication; ability to simplify technical info for non-technical clients.
• Familiarity with telecommunication, remittance protocols, API configurations, and time zone banking hours is a plus.
• Team player capable of working in a fast-paced environment.
• Strong critical thinking, adaptability, and a customer-centric mindset.
• Excellent time management and multitasking abilities.
• Fluent in English and Bahasa Malaysia; Mandarin is an advantage.
• Willingness to show initiative and work without supervision.
• Punctuality with regular attendance; ability to work shifts on roster.

Responsibilities

• Provide exceptional support for GloTransfer and GloRemit issues.
• Respond to inquiries via email, phone, and live chat.
• Diagnose, troubleshoot, and resolve transactions promptly.
• Document all interactions, troubleshooting steps, and solutions.
• Collaborate with cross-functional teams to resolve complex issues.
• Use SQL to retrieve and analyze data for issue investigation.
• Broadcast outage notifications to affected customers.
• Monitor system performance and perform backups to protect data.
• Adhere to procedures, guidelines and policies in all interactions.
• Demonstrate commitment to quality and customer service.

Skills

Troubleshooting

Product management

SQL proficiency

Excel

Communication

Industry knowledge

Team player

Critical thinking

Time management

Language skills

Initiative

Punctuality

MS Office

English & Bahasa Malaysia

Mandarin (advantage)

Independent work

Education

Diploma in IT/Accounting/Banking and Finance

Tools

Zendesk

Slack

Job description

Tranglo in Kuala Lumpur is seeking a Customer Support Specialist with advanced troubleshooting experience in Telecommunication and Remittance. You will handle international balance transfer and cross border payment issues and assist clients through email, phone, and live chat.

Responsibilities include diagnosing technical problems, documenting interactions, collaborating with cross-functional teams, using SQL for data retrieval, and keeping clients informed with accurate solutions.