Associate Customer Support Engineer at Telesign

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

21 Dec, 25

Salary

0.0

Posted On

22 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Problem-Solving, Analytical Skills, Technical Knowledge, Communication, Attention to Detail, Teamwork, Fast Learner, Customer Care, Multi-Tasking, MS Office, REST API, Java, PHP, Python, Salesforce

Industry

IT Services and IT Consulting

Description

LOCATION: MALAYSIA (REMOTE) We are looking to hire a Customer Support Engineer as part of Telesign’s Technical Support team. The Customer Support Engineer role works with our customers as well as with our internal teams on troubleshooting issues from initial detection to resolution, and escalating issues in a timely manner when appropriate. The Technical Support Team is working cross-functionally with other Telesign teams, and employs a customer-centric oriented approach to improve the quality of the service that TeleSign provides. Key responsibilities: • Identify, clarify, and resolve general and specific customer impacting problems over Emails and Chat Apps • Provide professional, useful, and complete advice, training, and responses. • Learn, apply, and articulate Telesign’s products, services, and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes. • Drive increased customer satisfaction by exceeding expectations. • Provide responsive support in line with company service levels and proper handling. • Maintain accurate account information and settings in proprietary systems. • Alerting and Communication – Internal and External. • Provide additional monitoring after alerted by responsible Telesign department. • Evaluation and feedback on operational procedures/processes to ensure efficiency and security. • Maintain and expand technical knowledge across Telesign products and services, tools, and processes. • Contribute to and maintain technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization. • Update relevant stakeholders with the most frequent customer questions or where customers experience confusion or issues. Essential Requirements: • 2-3 years’ experience in a mid or high-level customer facing role. • Fluent in English and Mandarin, excellent verbal and written. • Fast Learner. • High level of responsibility. • Team orientated. • Strong problem-solving skills and analytical skills; logical and critical thinking. • Strong Customer care and focus. • Positive attitude and results-driven motivation. • Ability to translate technical knowledge and concepts to non-technical people. • Strong ability to prioritize and multi-task in a fast-paced environment. • Attention to detail. • MS Office package - relevant knowledge. • Experience with customer support and escalation process over multiple channels – Emails, Chat apps Preferred Qualifications: • Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python • Familiarity with Salesforce ticketing systems (” Service cloud”), Atlassian tools (JIRA, Status Page), ”Kibana”, ”Grafana”, “Confluence”- will be treated as advantage. • Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem)

Responsibilities

The Associate Customer Support Engineer will troubleshoot customer issues from detection to resolution while collaborating with internal teams. They will also maintain technical documentation and provide feedback on operational procedures to enhance efficiency.