Customer and Product Support Executive
EPOS
Customer and Product Support Executive
EPOS
Unifies SaaS, payments, financing for SMEs
EPOS · Kuala Lumpur, Malaysia · — · Posted 2026-03-11
Workplace: on_site
EPOS is a leading Point-of-Sale (POS) digital solutions provider based in Singapore for SMEs. We are backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), part of its global merchant payment services Antom.
As part of our aggressive expansion plan, Malaysia is our first stop and we are building a huge sales team. This is a unique opportunity to be part of a mission-driven team focused on empowering Small and Medium Enterprise (SME) owners to embrace digital transformation through EPOS’ cutting-edge solutions.
Be part of Ant International's mission to empower SMEs, EPOS will leverage Antom's digital capabilities as the organisation's central hub to serve regional small and medium sized businesses with integrated O2O solutions.
We are looking for a Customer Service Support Specialist (Malaysia) to strengthen our customer support operations and ensure an outstanding service experience for our clients.
In this role, you will serve as the first point of contact for clients facing Point-of-Sale (POS) system issues, handling both hardware and software support across various communication channels. You’ll be a key player in ensuring client satisfaction through timely resolutions, strong communication, and attention to detail.
The ideal candidate is a tech-savvy, customer-focused professional who can stay composed under pressure, troubleshoot effectively, and maintain high service standards.
Troubleshoot software and hardware problems and provide clear, step-by-step support.
Accurately document client interactions, issues, and resolutions in the support system.
Manage multiple support cases while delivering prompt and high-quality service.
Escalate complex or unresolved issues to the relevant technical teams when necessary.
Follow through on support cases and proactively update clients to manage expectations.
Identify recurring issues or feedback trends and propose improvements to enhance service experience.
Work with internal teams (technical, operations, sales) to resolve client issues efficiently.
Contribute to knowledge base development, documentation, and support resources.
Assist with process enhancements to improve turnaround time, resolution accuracy, and customer satisfaction.
**Proficient in English and Chinese, due to having Chinese clients to communicate with.
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You have 1–3 years of experience in a customer service or IT helpdesk role (POS system support is a plus). Fresh graduates are also welcomed!
You have a good working knowledge of Windows and Android operating systems.
You're familiar with basic networking and peripheral hardware setup.
You're comfortable using Microsoft Excel for tracking, logging, and reporting.
You're a natural problem solver who can stay calm and resourceful under pressure.
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EPOS acts as an all-in-one digitalisation partner for small and medium-sized enterprises. Its flagship EPOS360 product unifies software as a service (SaaS), payments, and financing in one ecosystem, giving SMEs access to AI-powered tools that help them run operations smarter and scale faster. The platform works by integrating disparate business apps, payment processing, and financing options into a single seamless system, enabling automation, data-driven decisions, and easier cash flow management. What sets EPOS apart is its end-to-end approach: instead of piecemeal solutions from different vendors, it provides a unified platform designed specifically for SMEs to digitally transform with confidence. The company’s goal is to turn everyday operational complexity into growth opportunities, helping businesses digitize and expand with practical, integrated tools.
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