Summary
Join Jumio's Product Support team in Malaysia as a driven Product Support Specialist II, working with an international startup and contributing to customer delight.
Requirements
- Minimum 2-4 years experience in a technical support role preferred
- Ability to troubleshoot more complex issues
- Excellent written and verbal communication and interpersonal skills
- Fluent in English & Mandarin
- Good troubleshooting and problem-solving skills with a strong analytical/QA mindset
- Knowledge of Web technologies (e.g. REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS) is a plus
- Ability to multi-task and work in a fast-paced environment
- Excellent analytical, quality and conceptual skills
- Enjoy working in a multicultural and geographically diverse organization
- Available for standby hours when required
Responsibilities
- Take ownership of common customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Provides prompt and accurate feedback to customers
- Oversee and manage open support tickets to ensure ongoing customer communication
- Follows standardized procedures for proper escalation of unresolved issues to the Second Level Support team
- Help in resolving escalated customer complaints
- Develop customer relationships through professional interactions
- Actively contribute to both Jumio’s internal and external (customer) knowledge base
