Technical Support Specialist

GXS; United States; Remote; USD 28,000 - 41,000; Full time

Job summary

GXS is seeking a customer-focused support professional in the United States to resolve technical issues and support stakeholders across product launches. You will work with engineering, business operations, and customer service to gather requirements, configure setups, test products, and lead incident calls.

The role requires 24/7 rotating shifts and strong remote work capabilities. Candidates fluent in English and Malay, with mobile OS debugging skills, will thrive in a fast-paced,

Qualifications

• At least 2 years experience in support or operations (24x7 shift).
• Experience supporting product/system launches and understanding high level SDLC.
• Strong understanding of support flows and procedures.
• Familiar with Jira, Slack, Google Workspace, web-based email, etc.
• Able to debug basic mobile hardware and software issues.
• Fluent in English and Malay.
• Knowledge of customer service principles and practices.
• Able to work independently and remotely.
• Able to work well under pressure.
• Knowledgeable in mobile operating systems (iOS, Android).
• Excellent problem solving and troubleshooting on mobile hardware/software.
• Able to multitask.
• Good communication skills.

Responsibilities

• Resolve technical issues and provide support to stakeholders.
• Support launches of products and features with business ops and engineering.
• Improve reliability, stability and scalability with other teams.
• Resolve issues that cannot be resolved through normal operations.
• Lead incident calls to drive resolution and limit user impact.
• Collaborate with Engineering, Product Development and Customer Service for long-term product improvements.
• Support 24/7 rotating shifts with two consecutive days off.
• Develop and deliver training programs and support documentation.
• Guide deployment of new products and services for smooth changes.
• Provide on-site and remote support during major software upgrades.

Skills

2+ years experience

SDLC understanding

Troubleshooting

Mobile hardware debugging

Remote work

English & Malay

Customer service

Communication

Multitasking

Work under pressure

Tools

Jira

Job description

Responsibilities

• Responsible in resolving technical issues and providing support to stakeholders




• Support the launches of products and features, working with both business op and engineering to gather requirements, configurations setup and testing for related products.




• Responsible for helping to improve reliability, stability and scalability challenges with other engineering teams.




• Resolve technical issues that cannot be resolved through normal operations and maintenance procedures.




• Support the launches of products and features, working with both business op and engineering to gather requirements, configurations.




• Provide leadership on incident calls in order to drive issue resolution and limit impact to the user.




• Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements.




• 24/7 weekly rotating shifts (morning/evening/night) with two consecutive days off.




• Support the development and delivery of training programs and support documentation to other departments on new operation, maintenance, and troubleshooting procedures.




• Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes.




• Provide expert on-site and remote support during major software upgrades.

Requirements

• Must have at least 2 years experience related to support or operations (24x7 shift).




• Must have been involved in supporting product / system / application launches and understanding high level SDLC.




• Must have a strong understanding of support flows and procedures.




• Must be familiar with working via online tools like Jira, Slack, Google Workspace, Web based email, etc.




• Must know how to debug basic mobile hardware and software issues.




• Must be fluent in both English and Malay.




• Knowledge of customer service principles and practices.




• Must be able to work independently and remotely.




• Must be able to work well under pressure.




• Knowledgeable in mobile operating systems (iOS, Android).




• Excellent in problem solving and troubleshooting skills on mobile hardware and software.




• Ability to multitask.




• Good communication skills.