407 Tech Support jobs in Malaysia

**AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.**
**We're the first software business in the world to have our sustainability targets validated by the SBTi, and we've been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We've also recently been named as one of the world's most innovative companies.**
**If you're a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers ( .**
**For more information about our privacy policy and how to manage cookies, visit our** **Privacy Policy ( **.**
**Job Title:** Tech Support Coordinator
**Location:** GMT+8 timezone
**Employment Type:** full-time
**The job**
We are looking for a highly organized and detail-oriented Case Coordinator to join our Global Support team. This role is key in managing support operations and ensuring effective communication between customers, engineers, and internal stakeholders. You'll be part of a collaborative and multicultural environment, where clear communication and reliability are critical to success. The team values efficiency, ownership, and mutual support in a fast-paced setting.
**Key responsibilities**
+ Coordinate and monitor support ticket workflows, ensuring timely follow-ups and proper prioritization.
+ Act as the primary contact for updates and alignment across global support teams and customers.
+ Communicate professionally and effectively with internal stakeholders and external customers.
+ Work across multiple CRM tools, systems, and communication platforms (Teams, Outlook, etc.).
+ Support documentation, handovers, and reporting to maintain quality and consistency.
**Essential requirements**
+ Strong organizational skills and the ability to manage multiple tasks with precision.
+ Comfortable using various CRM platforms, internal systems, and communication tools.
+ Proven ability to work independently and proactively in a remote and global team.
+ High level of written and spoken English.
+ Ability to work across time zones and coordinate with diverse teams.
**Desired skills**
+ Excellent communication and interpersonal skills, including with challenging stakeholders.
+ Attention to detail and a proactive approach to problem-solving.
+ Curiosity and adaptability in learning new systems and processes.
+ Strong sense of accountability and ownership.
**Commercial** **at AVEVA**
Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions.
If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team.
Find out more: requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.**
**AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.**
**Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.**
Empowering you with pioneering tech
AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.
We're the first software business in the world to have our sustainability targets validated by the SBTi, and we've been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We've also recently been named as one of the world's most innovative companies.
If you're a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers ( .
For more information about our privacy policy and how to manage cookies, visit our Privacy Policy ( .

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Tech Support Coordinator - II

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AVEVA AVEVA Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join to apply for the

Tech Support Coordinator - II

role at

AVEVA AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers.

For more information about our privacy policy and how to manage cookies, visit our

Privacy Policy

.

Job Title:

Tech Support Coordinator

Location:

GMT+8 timezone

Employment Type:

full-time

The job

We are looking for a highly organized and detail-oriented Case Coordinator to join our Global Support team. This role is key in managing support operations and ensuring effective communication between customers, engineers, and internal stakeholders. You’ll be part of a collaborative and multicultural environment, where clear communication and reliability are critical to success. The team values efficiency, ownership, and mutual support in a fast-paced setting.

Key Responsibilities

Coordinate and monitor support ticket workflows, ensuring timely follow-ups and proper prioritization. Act as the primary contact for updates and alignment across global support teams and customers. Communicate professionally and effectively with internal stakeholders and external customers. Work across multiple CRM tools, systems, and communication platforms (Teams, Outlook, etc.). Support documentation, handovers, and reporting to maintain quality and consistency.

Essential Requirements

Strong organizational skills and the ability to manage multiple tasks with precision. Comfortable using various CRM platforms, internal systems, and communication tools. Proven ability to work independently and proactively in a remote and global team. High level of written and spoken English. Ability to work across time zones and coordinate with diverse teams.

Desired Skills

Excellent communication and interpersonal skills, including with challenging stakeholders. Attention to detail and a proactive approach to problem-solving. Curiosity and adaptability in learning new systems and processes. Strong sense of accountability and ownership.

Commercial at AVEVA

Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions.

If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team.

Find out more:

requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world. Seniority level

Seniority level Entry level Employment type

Employment type Full-time Job function

Job function Information Technology Industries Software Development Referrals increase your chances of interviewing at AVEVA by 2x Get notified about new Technical Support Coordinator jobs in

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Provides to the Site the specialist knowledge and expertise, as Subject Matter Expert (SME), of specific pharmaceutical processes or process technologies (e.g. Technical Steward for galenics, for film coating, biologics – upstream or downstream, etc.).
Oversees processes and standards to maintain and improve existing and to implement new innovative manufacturing technologies.

About the Role

Stewardship - for technology assigned

• Act as the SPOC for the interface with global MS&T network and with technical development organization, for the corresponding global activities, to define and implement new technical standards for existing and new technologies and equipment.
• Owns the knowledge of specific pharmaceutical manufacturing process technologies, locally, including any pilot scale, scale up or down, and Design of Experiments (DoE).
• Participate in the definition and selection of pharmaceutical equipment, through providing input to User Requirements.
• Collaborate with technical development, other sites and global MS&T network to facilitate transfer of technical knowledge.
• Assure that the necessary benchmark is done internally in Novartis, and externally in the scientific and academic environment, in order to stimulate and to extend the knowledge, increasing the know-how of the associates and expanding it to the rest of the organization.
• Be a recognized scientific expert internally and externally by reporting and presenting scientific/technical work at internal/external meetings/conferences and publish in peer reviewed international scientific journals including patents.
• Maintain their work in inspection readiness level.
• Support Product Stewards in creation of Quality Risk Assessments.
• Support creation of SOPs for Process Unit.
• Provide technical expertise to Engineering for design activities in Capex projects around technologies within area of responsibility.
• Provide technical expertise for equipment qualification around technologies within area of responsibility.

Validation

• Approve validation reports under their area of responsibility (as needed) e.g. packaging validation.
• Provide technical expertise for validation activities around technologies within area of responsibility.

Launch & Transfer

• SME for specific Technology Platform or pharmaceutical processes following process product/process transfer or handover from launch to commercial production.

Manufacturing Excellence– for the technology(ies) assigned

• Harmonize and optimize technical processes across the site.
• Benchmark new technologies and equipment relevant for site.
• Designs and controls optimization projects.
• Provide SME expertise to perform process characterization of the related pharmaceutical processes to increase robustness and sustainability.
• Support Product Stewards / Process Experts in trouble shooting / root cause investigation by providing second level of specialist expertise as SME and by harmonising and optimising related technical processes across the units.
• Perform technical feasibility trials related to process improvement and implementation of new manufacturing technologies.

Training

• Own the Training Curriculum for own Job Profile and direct reports.
• Provide technical trainings and education programs for Process Experts and Production Operators.

Novartis Manufacturing Manual

• Support implementation of Novartis Manufacturing Manual principle 3.
• Provide SME input to Novartis Manufacturing Manual principle 4.
• Represent site in technical stewardship network.

Key Performance Indicators (Indicate how performance for this role will be measured)

• Batch release on time/in quality.
• Line throughput time.
• Deviations – process-related.
• Effective CAPAs.
• Ppk/CpK – process capability.
• OoS, OoE – Out of Specification, Out of Expectation – process-related.
• Yield.
• Customer Complaints – process-related.
• Recalls – process-related.
• Success rate of internal audits and Health Authorities' inspections.
• Minimum 8-year experience in GMP manufacturing relevant to the specialist area of expertise.
• Proven process understanding (Pharma, GMP, Regulatory aspects).

Education & Qualification

• BSc. in Pharmacy, Pharmaceutical Technology, Chemistry or equivalent scientific degree.
• Desirable MSc. or equivalent experience.

Languages

Fluent in English and proficient in site local language.

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up:

Functional Area Technical Operations

Job Type Full time

Employment Type Regular

Shift Work No

Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

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Provides to the Site the specialist knowledge and expertise, as Subject Matter Expert (SME), of specific pharmaceutical processes or process technologies (e.g. Technical Steward for galenics, for film coating, biologics – upstream or downstream, etc.). Oversees processes and standards to maintain and improve existing and to implement new innovative manufacturing technologies. About the Role

Stewardship - for technology assigned Act as the SPOC for the interface with global MS&T network and with technical development organization, for the corresponding global activities, to define and implement new technical standards for existing and new technologies and equipment. Owns the knowledge of specific pharmaceutical manufacturing process technologies, locally, including any pilot scale, scale up or down, and Design of Experiments (DoE). Participate in the definition and selection of pharmaceutical equipment, through providing input to User Requirements. Collaborate with technical development, other sites and global MS&T network to facilitate transfer of technical knowledge. Assure that the necessary benchmark is done internally in Novartis, and externally in the scientific and academic environment, in order to stimulate and to extend the knowledge, increasing the know-how of the associates and expanding it to the rest of the organization. Be a recognized scientific expert internally and externally by reporting and presenting scientific/technical work at internal/external meetings/conferences and publish in peer reviewed international scientific journals including patents. Maintain their work in inspection readiness level. Support Product Stewards in creation of Quality Risk Assessments. Support creation of SOPs for Process Unit. Provide technical expertise to Engineering for design activities in Capex projects around technologies within area of responsibility. Provide technical expertise for equipment qualification around technologies within area of responsibility. Validation Approve validation reports under their area of responsibility (as needed) e.g. packaging validation. Provide technical expertise for validation activities around technologies within area of responsibility. Launch & Transfer SME for specific Technology Platform or pharmaceutical processes following process product/process transfer or handover from launch to commercial production. Manufacturing Excellence– for the technology(ies) assigned Harmonize and optimize technical processes across the site. Benchmark new technologies and equipment relevant for site. Designs and controls optimization projects. Provide SME expertise to perform process characterization of the related pharmaceutical processes to increase robustness and sustainability. Support Product Stewards / Process Experts in trouble shooting / root cause investigation by providing second level of specialist expertise as SME and by harmonising and optimising related technical processes across the units. Perform technical feasibility trials related to process improvement and implementation of new manufacturing technologies. Training Own the Training Curriculum for own Job Profile and direct reports. Provide technical trainings and education programs for Process Experts and Production Operators. Novartis Manufacturing Manual Support implementation of Novartis Manufacturing Manual principle 3. Provide SME input to Novartis Manufacturing Manual principle 4. Represent site in technical stewardship network. Key Performance Indicators

(Indicate how performance for this role will be measured) Batch release on time/in quality. Line throughput time. Deviations – process-related. Effective CAPAs. Ppk/CpK – process capability. OoS, OoE – Out of Specification, Out of Expectation – process-related. Yield. Customer Complaints – process-related. Recalls – process-related. Success rate of internal audits and Health Authorities' inspections. Minimum 8-year experience in GMP manufacturing relevant to the specialist area of expertise. Proven process understanding (Pharma, GMP, Regulatory aspects). Education & Qualification BSc. in Pharmacy, Pharmaceutical Technology, Chemistry or equivalent scientific degree. Desirable MSc. or equivalent experience. Languages Fluent in English and proficient in site local language. Why Novartis:

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? Join our Novartis Network:

Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: Functional Area Technical Operations Job Type Full time Employment Type Regular Shift Work No Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

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Company overview

Join a leading MNC Tech services Group in their team based in Petaling Jaya. Great learning opportunity and career progression lies ahead with their fast-growing team undergoing business diversification.

The new role

Reporting to the COO, your role is to lead and engage the team to achieve high customer satisfaction and win customers over as promoters in both a B2B/B2C environment. You are required to identify new tools and technologies to better serve customers via phone, email, social media, live chat, etc. Be part of the agile team to establish service levels for the department, develop and implement methods to record, assess, and analyze on-going customer feedback in order to create a frictionless experience for the customers throughout the user journey. You will also recommend or acquire updates and expansions to technology, equipment and policies that may improve customer service and retention.

Requirements to succeed

• The successful candidate must have at least 8 years of relevant experience preferably with IOT background as well as a blend of managerial role.
• As a key strategic and operational leader, you should be passionate to deliver key service outcomes for customers and acquire excellent interpersonal skills.
• Ideally, you should be detailed oriented, analytical, good team player, proactive and enjoy working within a fast-paced, dynamic organization.

Rewards gained

The opportunity to join a fast-expanding Group which is a leader in its field of industry and offers excellent career progression opportunities. The Group strongly encourages employees to develop their strengths and recognize their achievements accordingly.

To Apply

If you’re interested in this role, click ‘apply now’ to submit your resume (in MS Word format) to Due to overwhelming responses, we will only be able to contact shortlisted candidates.

Job Ref: 20210820/046

Consultant: Margaret Ng

Registration No: 201901037350 (1346680-W)

EA Licence No: JTKSM 949A

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Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities:

As a Technical & Customer Support Specialist for our payment gateway, you'll play a key role in helping merchants who are using our payment processing services. Your responsibilities will include assisting with onboarding, handling merchant inquiries, and ensuring their experience with our payment gateway is seamless. This position requires good communication skills, basic technical knowledge, and a focus on customer satisfaction.

Key Responsibilities:

Technical Issue Resolution

• Provide first-line support and timely technical assistance for issues related to payment processing systems, including transaction failures, connectivity issues, API integrations, onboarding, and more via phone, email, chat, and ticketing system.

• Troubleshoot and resolve basic technical issues, such as transaction failures and API problems, using available tools and documentation.

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

• Collaborate with senior team members to escalate and resolve complex technical issues efficiently.

• Work with internal teams, including product development, engineering, and QA, to address escalated technical issues.

• Document troubleshooting steps and resolutions to contribute to the knowledge base.

Operational Support

• Monitor payment processing systems for performance and reliability, reporting anomalies or potential issues.

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

• Collaborate with seniors and operations managers on routine system maintenance, including software updates and server configurations.

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

• Educate customers and merchants on effective use of the payment gateway.

• Contribute to the improvement of operational procedures and documentation.

Client Interaction and Communication

• Engage with clients and merchants to gather information about issues, provide updates, and ensure timely resolutions.

• Respond professionally to client inquiries, ensuring high customer satisfaction.

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

• Seek opportunities to improve customer support processes and enhance the overall experience.

Collaboration and Knowledge Sharing

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

• Collaborate with development, QA, product management, and customer support teams to address challenges.

• Actively participate in team meetings, case studies, training, and knowledge-sharing initiatives.

• Share insights and best practices to promote continuous improvement and teamwork.

Additional Information

• This role may require occasional evening or weekend work to support clients in different time zones.

• Training will be provided on products and processes.

• Excellent opportunity to gain fintech industry experience and grow in technical support.

Requirements / Qualifications and Skills:

• Education: Bachelor’s Degree, Post Graduate Diploma, Professional Degree in Computer Science/Information Technology, or equivalent.

• Experience: Minimum of 1 year in a relevant field; fresh graduates are encouraged to apply.

• Technical Knowledge:

  • Prior experience in technical support or customer service within the fintech or payment processing industry is preferred.

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

  • Experience with ticketing systems and CRM software.

  • Strong troubleshooting and problem-solving skills.

• Soft Skills:

  • Strong customer service orientation and the ability to explain technical concepts to non-technical users.

  • Excellent verbal and written communication skills; multilingual skills (Bahasa Malaysia, English) are encouraged.

  • Collaborative team player with flexibility to adapt to changing priorities.

  • Initiative to learn new technologies and tools quickly.

• Additional Requirements:

  • Willingness to work extended hours, including evenings, weekends, or public holidays, as needed.

  • Willingness to work in I-City and adapt to changes in responsibilities or scope.

Pre-Requisites:

Are you game?

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Remote Work: No

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.

Let’s create tomorrow together.

Provide Level 2 technical & software application support, including issue resolution on Zebra hardware/software/SDK system support assistance to customers, resellers, end users and Zebra Associates.

Responsibilities:

Job Description:

• Maintains a high degree of technical competence and expertise in Enterprise Mobile Computer, Advanced Data Capture (Scanner product), Enterprise Printer product families, RFID in the area of software development, design, functionality, software-hardware integration development, technical specifications and support.
• Provide Level 2 timely and accurate technical assistance/support via phone, email and portal support to customers, partners and Zebra Associates on respective SME product lines by using standard support tools and existing guidelines. This includes but is not limited to Enterprise product installation issue but also involved the technical troubleshooting on design, software system integration, provide SDK software consultation support and troubleshooting customer issue remotely or on-site support.
• Provides second level support to front line Level 1 support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations.
• Use Call Resolution Management (CRM) software system to maintain accurate online records of all calls received into the Support Center and steps taken towards issue resolution.
• Facilitates Systemic Problem Report (SPR) or Jira to the Engineering Department maintaining communications with engineering and the customer until resolution.
• Provides technical training for Level 1 support personnel and ongoing mentoring.
• Make regular contributions to the knowledgebase systems and call escalation reduction initiatives. Contributes, reviews and approves knowledgebase content for use by internal support staff and external support channels.
• Establishes and maintains relationships with Sales Engineer, Account Team, Customer Experience Manager, Product Engineering and Product Management team and other Zebra Associates.
• Ensures proper software/hardware diagnostics and debug tools/knowledge are available to all technical associates.
• Provides regular case updates, software integration development support progress updates and reporting on support cases as required by Supervisor and Management.
• Participates in new product trainings, beta programs and cascading down to the team by providing new product information and knowledge sharing to the team.
• Promote Zebra core Values with a positive image of product professionalism, technical skills, and company commitment to provide high quality of service.
• Perform additional duties and responsibilities as assigned by Supervisor/Manager.
• Able to work shift as per requirement on the 24x7 Global Supports or Standby support (APAC/EMEA/NALA time-zone).
  
  

Requirements:

• Associates Degree or Professional Technical Certification in Information Technology/Computer Science/Software Engineering with more than 3 years of software development and system troubleshooting experience directly related career experience.
• Knowledge of Enterprise Laser or Thermal printer software integration programming development, mobile computing apps development, Web-based Server-client software programming in Android/IOS/Windows, RFID solutions with customer facing Technical Support or Application Support experience will be added advantage.
• Knowledge in any of the following 3 areas: Enterprise Printer technologies: Enterprise Thermal and Direct Thermal printer knowledge, Enterprise Printer drivers, configuration or repair knowledge, Printer application software interface programming knowledge (API, SDK programming), Enterprise colour printer or card printer management.
  
  

Mobile Computing technologies & Web-based Server-client programming knowledge including programming with Visual Studio with .NET and C/C++, Java, SQL, Xamarin, Android Development; developing innovative IT solutions for Android, IOS, Windows 10, Windows Mobile/Windows CE mobile devices; mobile device configuration via registry keys, DLL’s, API’s; SDK; Bluetooth, WIFI, NFC and GPS technologies.

Barcode/RFID Scanning technologies including RS-232, Keyboard Wedge, Wand Emulation, Scanner Emulation, USB, Bluetooth and Synapse, scan engine integration knowledge, Barcode symbology, barcode system integration programming development support for 1D/2D Laser and imaging (digital picture) technology.

• Good command of communication skills and writing skills in English. Mandarin and other native foreign languages will be added advantage.
• Must have strong diagnostic and problem solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone. Good soft-skills.
• Two to three years of Support Center/Help Desk experience in a direct customer support role would be a plus.
• Required to have good time management skills, multitasking, discipline, punctuality, ownership, pro-active and sense-of urgency.
  
  

Qualifications:

Preferred Education

• Bachelor’s Degree or equivalent vocational qualification / experience
  
  

Preferred Work Experience (years)

• 5-8 years of experience
  
  

Key Skills And Competencies

• Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook
• Customer service values / orientation
• Solid professional work behaviors (attendance, teamwork, time management)
• Strong Communication skills (listening, providing clear and concise information, using proper language and grammar)
• Intermediate to advanced skills in delegation and follow up
• Full knowledge of job related knowledge and procedures
  
  

Position Specific Information

Travel Requirements: 10%

FLSA (U.S. only): Non-exempt

Physical requirements and working conditions will vary by position and should be described as

appropriate.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department. #J-18808-Ljbffr

Remote Work: No

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimagining the future – for our people, our customers, and the world.

Let’s create tomorrow together.

Resolves problems with customers via telephone, email or chat sessions using technical product knowledge and strong interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates complex issues. Understands multiple applications and platforms.

Responsibilities:

1. Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
2. Fully documents customer interactions in real-time; may author content for review.
3. Solves problems in a timely manner using full understanding of the product functions and features and customer environment.
4. Analyzes and corrects product issues/malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments.
5. Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes.
6. Manages multiple tickets related to a spectrum of technical problems.
7. Collaborates with fellow technicians and supervisor to solve complex problems.
8. Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers.
9. Demonstrates leadership qualities.
10. Demonstrates strong customer service, communication and problem-solving skills.

Qualifications:

Job Requirements

Preferred Education: High School or equivalent vocational qualification/experience

Preferred Work Experience (years): 1-2 years of experience

Key Skills and Competencies:

1. Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
2. Customer service values/orientation
3. Solid professional work behaviors (attendance, teamwork, time management)
4. Strong Communication skills (listening, providing clear and concise information, using proper language and grammar)
5. Full knowledge of job-related knowledge and procedures.

Position Specific Information:

Travel Requirements: N/A

FLSA (U.S. only): Non-exempt

Physical requirements and working conditions will vary by position and should be described as appropriate.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

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Join to apply for the Technical & Customer Support Executive role at Razer Inc.

Join to apply for the Technical & Customer Support Executive role at Razer Inc.

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Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities

Position Overview:

As a Technical & Customer Support Specialist, you will provide technical assistance and support to merchants and customers utilizing our payment gateway services. You will focus on learning and mastering the technical aspects of payment processing, troubleshooting basic technical issues, and assisting merchants with integration and configuration tasks under the guidance of senior team members.

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.

Requirements / Qualifications And Skills

• 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.
  
  
  

Pre-Requisites

Are you game?

Seniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Computers and Electronics Manufacturing

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