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.

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Responsibilities

• Acknowledge, 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

Seniority level

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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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