Customer Support Solutions Specialist
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Before you apply
LocationKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Typefull-time
SenioritySenior
Experience3+ yrs
DepartmentEPOS Global Solutions Sdn Bhd
Company size501–1,000 people
PostedOct 27, 2026 · 1w ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
3+ years of experience in Customer Service, Technical Support, Customer Operations, or a related field
Experience handling L2/L3 escalations or complex customer cases
Strong troubleshooting, analytical, and problem-solving skills
Good understanding of omnichannel customer support, including Email, Chat, WhatsApp, and Phone
Strong communication and documentation skills
Comfortable working with Product, Technology, Operations, and other cross-functional teams
Customer-focused with strong ownership and accountability
Proactive mindset with the ability to research, identify gaps, and propose practical solutions
Experience with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation will be an added advantage
Skills
CRM
Knowledge Base
Quality Assurance
AI chatbot
support automation
AICC
routing logic
customer support automation
About the role
Role Summary
We are looking for a Customer Support Solutions Specialist to join our growing Customer Support team.
This is an L3 / subject matter expert role focused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely with Product, Technology, Operations, and other cross-functional teams to turn customer pain points into effective and sustainable solutions.
Responsibilities
What You’ll Do
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Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
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Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
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Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
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Identify recurring customer issues and drive process, SOP, and workflow improvements.
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Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
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Support the optimisation of AICC, AI chatbot, routing logic, and customer support automation.
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Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
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Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
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Translate customer and operational pain points into clear requirements and actionable solutions.
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Support continuous improvement initiatives to enhance customer experience and operational efficiency.
Requirements
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3+ years of experience in Customer Service, Technical Support, Customer Operations, or a related field.
•
Experience handling L2/L3 escalations or complex customer cases.
•
Strong troubleshooting, analytical, and problem-solving skills.
•
Good understanding of omnichannel customer support, including Email, Chat, WhatsApp, and Phone.
•
Strong communication and documentation skills.
•
Comfortable working with Product, Technology, Operations, and other cross-functional teams.
•
Customer-focused with strong ownership and accountability.
•
Proactive mindset with the ability to research, identify gaps, and propose practical solutions.
•
Experience with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation will be an added advantage.
Benefits
💼 Perks of Joining Us
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📈 Flexi Benefit Allowances
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🎁 Birthday gift
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🏥 Medical Insurance