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Business Support Associate in Kuala Lumpur

Business Support Associate in Kuala Lumpur

Alphalion GroupKuala Lumpur, Kuala Lumpur, Malaysia
6 days ago
Job description

Business Support Associate

Location : Kuala Lumpur, Malaysia

We are looking for a Business Support professional to manage complex support tickets for our post-trade clearing system – Falcon. The role involves advising users, documenting client workflows, and leading investigations of major issues. Ideal candidates will have experience in broker operations, strong communication skills in English and Mandarin, and a client-focused approach.

Responsibilities

  • Provide second-tier support for complex queries related to our multi-asset post-trade clearing and processing system.
  • Advise users on effectively utilizing existing system functions to meet their business needs.
  • Manage support tickets end-to-end, coordinating with other teams as necessary.
  • Develop a deep understanding of clients' business flows and strategies, documenting insights in the company CRM. Identify new business opportunities and alert the sales team.
  • Lead the investigation and coordination of major production issues alongside the support team, ensuring transparency and effective communication throughout the resolution process.
  • Be hands‑on with clients, assisting them during critical operational issues.

Qualifications

  • Previous experience in operations or settlement teams within a broker operation, with a strong grasp of post-trade clearing and processing.
  • Excellent communication and interpersonal skills for client interactions and support ticket management (Native Mandarin speaking; fluent reading, writing, and speaking English; knowledge of Malay is a plus).
  • Ability to understand and document clients' business requirements and workflows.
  • Experience in delivering user training and creating useful documentation.
  • Familiarity with ticketing / issue tracking systems and CRM platforms.
  • Ideally, 2+ years in a client-facing technical support or customer success role (flexibility on experience).

    • Employment Details

  • Seniority level : Entry level
  • Employment type : Full-time
  • Job function : Administrative

    • Join our team and contribute to enhancing our clients' operational success!

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