CUSTOMER SUPPORT - MERCHANT HELPDESK
Salary: RM 2,000 – RM 2,600 per month
OBJECTIVE
This role offers an exciting, hands-on opportunity to solve merchant inquiries and support our expanding client base. You will gain valuable practical experience while developing key skills essential for a successful career in customer services, quality assurance, and system management within the fast-growing FinTech industry.
SCOPE OF WORK
1. First-Line Technical Support & Troubleshooting
Technical Assistance: Provide timely, multi-channel support (Phone, Email, Live Chat) for payment processing systems, addressing transaction failures, connectivity issues, and merchant onboarding
Issue Resolution: Efficiently troubleshoot basic online and offline payment processing issues, utilizing internal tools, documentation, and knowledge bases
2. Merchant Onboarding & Educational Empowerment
User Guidance: Educate merchants and clients on how to effectively operate payment gateways and POS terminals.
Client Satisfaction: Deliver prompt, professional, and courteous service to maintain high client satisfaction and seamless onboarding
3. Data Documentation & Process Improvement
Accurate Records: Maintain clean, precise records of customer interactions, technical issues, and resolution steps.
Process Optimization: Continuously suggest improvements to streamline support workflows, elevate team efficiency, and enhance the merchant experience
4. Cross-Functional Collaboration & Continuous Learning
Cross-Team Synergy: Partner closely with Account Managers and Sales teams to provide technical insights during pre-sales and post-sales interactions.
Team Growth: Actively participate in team case studies, knowledge-sharing sessions, and training initiatives to upgrade domain expertise
Ad-hoc Support: Assist with any assigned tasks or special projects as designated by immediate supervisors
REQUIREMENTS
Education: Minimum SPM, Diploma, or Professional Certificate in IT, Engineering, or equivalent fields
Fresh graduates are welcome and strongly encouraged to apply
Must possess own transportation
Good interpersonal skills, well-disciplined, with a strong, positive work attitude.
Languages: Fluent in spoken and written English and Bahasa Malaysia.
Knowledge of POS terminal is an added advantage
EMPLOYEE BENEFITS
Traveling allowance provided according to vehicle type (Motorbike / Car)
Full claims available for Toll & Parking incurred during work trips
Official helpdesk mobile phone provided for official communication and onsite support.
Annual Leave, Sick Leave, and 17 Days Public Holiday entitlement
Statutory Contributions: Full EPF, SOCSO, and EIS contributions
Professional Growth & Workplace Culture
Step-by-step technical coaching to master payment gateway systems, POS terminals, and customer support tools
Gain valuable, practical experience in the fast-paced financial technology and digital payments industry