Customer Support Specialist

Schedule : Monday–Friday, 3 : 00 p.m. – 12 : 00 a.m. (KL time) aligned to 9 : 00 a.m. – 6 : 00 p.m. Lithuania time; fixed shift. No weekend work. Some public-holiday coverage as needed with off‑in‑lieu.

Skills : Zendesk (or similar), English written & spoken (English only), de‑escalation, troubleshooting, payments / fraud awareness, SLA / ticket hygiene, cross‑timezone collaboration, knowledge base documentation.

Job Summary

We’re looking for an Analyst, Customer Support to support our team in Kuala Lumpur. This role offers the opportunity to work on meaningful issues for global users, collaborate with regional partners, and improve support processes. The shift is fixed to Lithuania business hours (late‑day KL). If you’re someone who takes initiative, values continuous learning, and thrives in a collaborative setting, we’d love to hear from you.

Key Responsibilities

• Handle customer queries across email / chat / phone; investigate, resolve, and document per playbooks and SLAs.
• De‑escalate sensitive cases; record root causes and preventive actions; maintain high ticket hygiene.
• Collaborate with operations, risk, and product to unblock complex cases and drive workflow improvements.
• Identify fraud / payments patterns and escalate according to procedures.
• Contribute to knowledge base articles and shift handover notes; report recurring issues and insights.

Qualifications

About CLPS RiDiK

RiDiK is a global technology solutions provider and a subsidiary of CLPS Incorporation (NASDAQ : CLPS), delivering cutting‑edge end‑to‑end services across banking, wealth management, and e‑commerce. With deep expertise in AI, cloud, big data, and blockchain, we support clients across Asia, North America, and the Middle East in driving digital transformation and achieving sustainable growth. Operating from regional hubs in 10 countries and backed by a global delivery network, we combine local insight with technical excellence to deliver real, measurable impact. Join RiDiK and be part of an innovative, fast‑growing team shaping the future of technology across industries.

Seniority level

Associate

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting

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