Customer Excellence & Support Lead (Helpdesk)

Salary: RM 4,500 – RM 5,500 per month

We are an emerging HRMS SaaS provider based in Malaysia, building a next-generation, multi-tenant Cloud HRMS platform.

The Customer Excellence & Support Specialist will assist the Lead to shape the entire customer support experience for the company. The Customer Excellence & Support Specialist will support the team by providing timely, accurate, and professional support to the platform customers. The role requires strong HRMS functional understanding, attention to detail, and a customer-centric mindset to ensure smooth and reliable customer experience, particularly during payroll and statutory cycles.

Be part of the high-performing support team, establish best-in-class service standards, and create a smooth, responsive, and world-class customer experience that differentiates the company in the SaaS market. This role is critical to customer retention, product adoption, and the company’s long-term success.

Key Responsibilities

· Serve as the initial contact for users experiencing issues with the HRMS via phone, email or ticketing system.

· Diagnose, troubleshoot and resolve basic to intermediate technical issue related to the software and its functionalities.

· Provide heightened support during payroll cut-off, go-live, and statutory submission periods

· Log all client interactions and technical issues in support ticketing system and track them through to resolution

· Guide client on the new features update, assist in conduct user training sessions, maintaining user guides and training manuals

· Maintain professional protocol in communicating with client and close monitoring on the ticket issue to ensure commitment to SLA.

· Contribute to internal knowledge bases by documenting new issues, solutions, and best practices

· Identify recurring questions or issues and suggest improvements to reduce ticket volume

· Work closely with developers or internal IT teams on system testing, product improvements and data migration tasks.

· Support the enrolment and de-enrolment of user access to the system.

Key Requirements

· Diploma / Degree in Human Resources, IT or related field or equivalent 2-5 years’ work experience.

· Experience in customer support role, preferably within a Saas software, ERP environment.

· Solid understanding of HR & payroll operational cycles, time sensitive towards payroll and statutory processes.

· Strong analytical, problem-solving and communication skills.