Technical & Customer Support Specialist

Key Responsibilities: 

Technical Issue Resolution 

• Provide first-line support, timely and effective technical assistance for technical issues related to payment processing systems, including but not limited to transaction failures, connectivity issues, API integrations, onboarding and etc to customers and merchants via phone, email, chat, and ticketing system.  

• Troubleshoot and resolve basic technical issues related to payment processing online and offline, including transaction failures, integration problems, and API issues promptly, utilizing available tools, resources, and documentation. 

• Assist customers/merchants with account setup, configuration, and integration of our payment gateway with their websites or applications.  

• Work collaboratively with senior team members to escalate and follow up on complex technical issues until resolution is achieved.  

• Collaborate with internal teams, including product development, engineering, and QA, to escalate and resolve complex technical issues.  

• Document troubleshooting steps, resolutions, and other relevant information for future reference and to contribute to the development of our knowledge base. 

Operational Support 

• Assist in monitoring the performance and reliability of payment processing systems, identifying and reporting any anomalies or potential issues.  

• Document and maintain accurate records of customer interactions, technical issues, and resolutions.  

• Work with the seniors and operations managers to execute routine system maintenance tasks, such as software updates, database maintenance, and server configuration changes. 

• Participate in testing and quality assurance processes for system upgrades, new features, and integrations. 

• Provide educational support to customers and merchants on using the payment gateway effectively.  

• Contribute to the development and improvement of operational procedures and documentation. 

Client Interaction and Communication 

• Communicate with clients and merchants to gather information about reported issues, provide updates on ongoing investigations, and ensure timely resolution. 

• Respond to client inquiries and requests for assistance in a professional and courteous manner, maintaining high levels of customer satisfaction. 

• Collaborate with account managers and sales teams to address client concerns and provide technical insights during pre-sales and post-sales interactions.  

• Continuously seek opportunities to improve the customer support process, streamline workflows, and enhance the overall customer experience. 

Collaboration and Knowledge Sharing 

• Stay updated on industry trends, regulatory changes, and security standards related to payment processing.  

• Work closely with cross-functional teams, including development, QA, product management, and customer support, to address technical and operational challenges. 

• Actively participate in team meetings, study case, training sessions, and knowledge-sharing initiatives to enhance technical skills and domain knowledge. 

• Share insights, best practices, and lessons learned with colleagues to foster a culture of continuous improvement and collaboration. 

Additional Information: This role may require occasional evening or weekend work to support clients in different time zones. Training will be provided to familiarize you with our products and processes. This is an excellent opportunity to gain valuable experience in the fintech industry and grow your career in technical support. 

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.   

• Minimum of 1 year(s) of experience in a relevant field is required. 

• Preferably with prior experience in technical support or customer service within the fintech or payment processing industry.  

• Familiarity with payment processing systems, APIs, electronic transactions and web technologies is a plus. 

• Familiarity with ticketing systems and CRM software. 

• Strong troubleshooting and problem-solving skills. 

• Strong customer service orientation, with the ability to communicate technical concepts effectively to non-technical users and maintain a positive customer experience. 

• Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely. Multilingual skills language is encouraged (Bahasa Malaysia, English languages). 

• Capable of working independently and collaboratively in a dynamic work environment. 

• Flexibility and adaptability to quickly learn new technologies and tools, as well as to navigate changing priorities and requirements. 

• Strong team player with a collaborative mindset, willing to contribute to the success of the team and the organization as a whole. 

• Willingness to adapt to any changes in position, scope, or responsibilities as needed by the organization. 

• Fresh graduates are also encouraged to apply. 

• Willingness to work extended hours, including occasional evenings, weekends, or public holidays, to provide support for local and regional teams, as well as clients across different time zones, as needed.   

• Willingness to work in I-City.