EPOS

Unifies SaaS, payments, financing for SMEs

Customer Support Solutions Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listedIn-person

About the Job

Requirements

At least 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.
Ability to work with Product, Technology, Operations, and other cross-functional teams.
Customer focus, ownership, and accountability.
Ability to research, identify gaps, and propose practical solutions.

Responsibilities

Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
Identify recurring customer issues and drive process, SOP, and workflow improvements.
Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
Support the optimisation of AICC, AI chatbot, routing logic, and customer support automation.
Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
Translate customer and operational pain points into clear requirements and actionable solutions.
Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Desired Qualifications

Experience with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation.

Customer Support Solutions Specialist

EPOS · Kuala Lumpur, Malaysia · Full-time · Posted 2026-09-15

Workplace: on_site

Department: EPOS Global Solutions Sdn Bhd

Description

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.

What You'll Do

Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
Identify recurring customer issues and drive process, SOP, and workflow improvements.
Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
Support the optimisation of AICC, AI chatbot, routing logic, and customer support automation.
Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
Translate customer and operational pain points into clear requirements and actionable solutions.
Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Requirements

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

📈 Flexi Benefit Allowances
🎁 Birthday gift
🏥 Medical Insurance

Apply

Apply at EPOS

About the Company

EPOS

Unifies SaaS, payments, financing for SMEs

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.

Company size: 11-50
Company stage: Not listed
Total funding: Not listed
Headquarters: Singapore
Founded: 2012

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