Customer Support Officer

RiDiK (a Subsidiary of CLPS. Nasdaq : CLPS)Kuala Lumpur, Kuala Lumpur, Malaysia

30+ hari lalu

Penerangan pekerjaan

Senior SEA Technical Recruiter @ RiDiK / CLPS

Job Summary

This role serves as the frontline voice for customer support, addressing inquiries and concerns via Zendesk tickets. The ideal candidate will maintain strong product knowledge and regional awareness, efficiently triaging tickets when needed. Key responsibilities include managing high-volume inquiries, prioritizing urgent issues, and leveraging resources like Confluence and Slack for solutions. The position requires adaptability, quick learning, and knowing when to escalate. Experience with Zendesk, queue management, and swift response handling is essential.

Responsibilities

Responsible for being the front line voice in working with our customers to solve their questions and concerns. Not a heavy technical skill set, but very knowledge heavy.
Maintain knowledge / understanding regarding Client product and regional nuances.
Correspond with customers (through Zendesk ticket) in order to find the answers to their questions.
Triage tickets to the right regional team if they are beyond hub scope.
Be willing to flex and re-prioritize when immediate attention is needed somewhere else.

Requirements

Be comfortable with Zendesk, handling a high volume of customer inquiries, and moving customer inquiries through the resolution cycle.

Comfortable working with queue ticket management and providing a swift response.

Speaking with customers who raise time-sensitive, high impact concerns.

Will need to be able to sort through Confluence SOPs, previous Slack threads, etc. to find answers to questions - should be a quick learner and should know when is the time to reach out for help

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Customer Support • Kuala Lumpur, Kuala Lumpur, Malaysia