Executive- Global Technical Support

TabSquare.AI Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Executive- Global Technical Support TabSquare.AI Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Tabsquare is part of the Delivery Hero Group, the world’s pioneering local delivery platform. Tabsquare provides AI-powered technology solutions for the F&B industry to help restaurants manage orders, process payments, and engage with customers. TabSquare operates in multiple countries and serves a variety of well-known F&B brands. TabSquare is a wholly owned subsidiary of Delivery Hero.

For more information, visit troubleshoot, and resolve technical support queries reported via phone, email, WhatsApp, and live chat end-to-end within defined SLAs.

Attempt and exhaust all possible troubleshooting opportunities.

Log and track all queries into ticketing tools, ensuring problem statements are correctly identified and tickets are categorized accurately.

Own the relationship and communication with clients throughout the course of a support query, providing periodic status updates.

Identify potential bugs in solutions and escalate issues to relevant internal teams for additional debugging.

Flag and notify potential high-impact infrastructure issues to internal teams.

Liaise with Level 2 and Level 3 teams when troubleshooting issues.

Liaise with Account Managers and other internal stakeholders on payments and billing-related queries.

Adopt and maintain a client operations-first mindset.

Recommend and share improvement ideas for continuous improvement.

The employee, as per business needs, may be required to undertake any other duties as may be assigned in line with the employee’s position, skills, and capabilities.

Qualifications

Minimum of 2 years of working experience in a technical, help desk, application, or SaaS support function.

Strong written and oral English communication skills.

Experience interacting and troubleshooting issues for regional clients.

Good understanding of content management systems.

Analytical and able to troubleshoot complex content, network, and printer issues.

Solid interpersonal and communication skills.

Able to work autonomously under tight timelines.

Flexible and high degree of integrity.

Nice to have but not mandatory : Mandarin speaking. Exposure to Freshdesk, TeamViewer, and Datadog. Previous work experience in a POS or F&B IT Operations support function.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Software Development and IT Services and IT Consulting

Note : This posting focuses on the Executive - Global Technical Support role in Kuala Lumpur. It does not include other job listings listed in the original content.

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