# Customer Support Solutions Specialist

**Company:** [EPOS](null/companies/g4MAw388fFDSX4jw136P95.md)
**Location:** Kuala Lumpur, Malaysia
**Workplace:** on site
**Employment type:** Full-time
**Department:** EPOS Global Solutions Sdn Bhd

[Apply for this job](null/view/f51f44d3-29f3-4a9e-a56d-0a29d4bf28e3)

## Description

Role Summary

We are looking for a **Customer Support Solutions Specialist** to join our growing Customer Support team.

This is an **L3 / subject matter expert role** focused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely with **Product, Technology, Operations, and other cross-functional teams** to turn customer pain points into effective and sustainable solutions.

What You'll Do

-   Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
-   Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
-   Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
-   Identify recurring customer issues and drive process, SOP, and workflow improvements.
-   Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
-   Support the optimisation of **AICC, AI chatbot, routing logic, and customer support automation**.
-   Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
-   Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
-   Translate customer and operational pain points into clear requirements and actionable solutions.
-   Support continuous improvement initiatives to enhance customer experience and operational efficiency.

## Requirements

-   **3+ years of experience** in Customer Service, Technical Support, Customer Operations, or a related field.
-   Experience handling **L2/L3 escalations or complex customer cases**.
-   Strong troubleshooting, analytical, and problem-solving skills.
-   Good understanding of omnichannel customer support, including **Email, Chat, WhatsApp, and Phone**.
-   Strong communication and documentation skills.
-   Comfortable working with Product, Technology, Operations, and other cross-functional teams.
-   Customer-focused with strong ownership and accountability.
-   Proactive mindset with the ability to research, identify gaps, and propose practical solutions.
-   Experience with **CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation** will be an added advantage.

## Benefits

### **💼 Perks of Joining Us**

-   📈 Flexi Benefit Allowances
-   🎁 Birthday gift
-   🏥 Medical Insurance