Engineer, Customer Support
ServiceRocket
AWSAzureCloudPython
Customer Support Specialist – Global Fraud Solutions
GBG Plc
full-time
Posted on:
Location Type: Hybrid
Location: Kuala Lumpur • 🇲🇾 Malaysia
Visit company websiteJob Level
SeniorLead
Tech Stack
.NETPythonSQLVBA
About the role
- Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Fraud system via email, phone, and chat.
- Participate in a global support team operating on a rotational schedule across APAC and EMEA time zones.
- Participate in on-call support duties during evenings, weekends, and public holidays, as part of a structured rotation outside standard office hours.
- Queries will include result and data queries, more complex troubleshooting/user knowledge, implementation support and bug escalation.
- Be a subject matter expert, a focal point for questions related to the use of our products.
- Follow internal procedures, including escalation procedures to Product / Technology team as appropriate.
- Work closely and effectively with other teams / department to resolve queries where necessary
- Meet our agreed SLA to ensure we continue to deliver excellent support.
- Drive automation initiatives aimed at promoting customer self-service, automate repetitive tasks and support processes.
- Analyse existing business processes and identify opportunities for automation
- Collaborate with cross-functional teams to gather requirements and ensure successful implementation of automation projects
- Monitor and optimise automated processes to ensure maximum efficiency and reliability
Requirements
- More than 9 years + of working experience in a Technology and/or Product based company and relevant IT/computing qualification
- Demonstrable work experience in:
- - SQL Server Database applications including performance tuning and advance SQL knowledge (Database design would be an advantage)
- - Strong knowledge of Microsoft Technologies and solutions including Windows Server and its components (for example, IIS), SQL Server and its components (for example, Service Broker), .NET framework, Web Applications and Services, Windows Applications and Services.
- - Knowledge of Windows operating system, networking and communication
- - Software solution and network structure design experience and hardware knowledge will be an advantage
- Strong analytical skills and structured problem-solving approach
- Customer focus and excellent communication skills
- Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
- Organizing and executing: Organized and able to work independently. Delivers results for customers.
- Experience in process automation, preferably within the technology/ Product industry
- Hands-on experience with at least one of the following tools: n8n, Workato, UiPath, Google App Scripts, Python or VBA. Experience with multiple tools is a strong plus.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQL Serverperformance tuningadvanced SQL.NET frameworkWeb ApplicationsWindows Applicationsnetworkingprocess automationsoftware solution designdatabase design
Soft skills
analytical skillsstructured problem-solvingcustomer focusexcellent communicationinterpersonal skillsorganizational skillsindependent workresult deliverycollaborationpresentation skills
Certifications
IT/computing qualification