Service Desk Technical Support Specialist (Level 1 Cantonese Voice & Chat )
Salary: RM 3,500 – RM 5,000 per month
About the role
If you’re someone who genuinely enjoys helping people, stays calm when things get busy, and feels a quiet satisfaction when a tricky issue finally gets resolved we’d love to meet you.
You’ll be the first friendly voice that our merchants reach when something isn’t working. Not just a ticket-handler, but a real problem-solver someone who listens, thinks it through, and gets things sorted. Whether it’s a restaurant in Hong Kong running into a payment issue mid-service, or a merchant in Singapore who can’t get their POS to play nice, you’re the person who makes it right. We’re a collaborative team that shares knowledge, escalates smart, and celebrates every merchant that ends the call happier than they started.
If you’re curious about how technology powers real businesses, enjoy the rhythm of a fast-moving support environment, and want a role where your work has immediate, visible impact you’ll feel right at home here.
Note: As this role requires support for Hong Kong and Taiwan, fluency in spoken and written M a n d a r i n & Cantonese is compulsory.
What You'll Be Doing
Act as the first point of contact for merchants worldwide, handling technical inquiries via phone, live chat, and email
Log, track, and resolve support tickets using our ITSM platform (Zoho Desk experience is a plus)
Provide first-level troubleshooting for cloud-based POS, iOS devices, and general IT issues
Collaborate with Level 2 engineers and regional support teams to escalate and resolve complex cases
Monitor service level agreements (SLAs) and ensure timely resolution of all tickets
Document issues, solutions, and procedures with accuracy to improve team efficiency
Spot recurring problems and suggest improvements to enhance support processes
What We're Looking For
Secondary school education or above
Minimum 1 year of experience in Customer Service or Service Desk support (fresh graduates are welcome)
Fluent in spoken and written M a n d a r i n and English; Cantonese skills are an advantage
Strong interpersonal and communication skills to work with diverse teams and customers
Familiarity with ITSM workflows and ticketing systems (Zoho Desk experience is a bonus)
Hands-on experience with iOS devices and end-user support is an advantage
ITIL V3 or V4 certification is an advantage
A proactive team player with a customer-first mindset
Willingness to work on rotating shifts (9:00 AM – 6:00 PM / 3:15 PM – 12:15 AM)
Immediate availability is highly preferred
What We're Offering
Annual Leave: 14 days in the first year, increasing by 1 day per year (up to 18 days)
Medical Coverage: Hospitalization insurance after probation
Office Pantry: Free drinks and snacks to keep you energized
Training & Development: On-the-job training and career growth opportunities
Statutory Contributions: EPF / SOCSO / EIS / PCB
Work-Life Balance: 5-day work week
Why Join Us?
At Eats365, you'll be part of a mighty support team that keeps the global restaurant world running smoothly. You'll gain hands-on experience with real-world tech, learn from regional experts, and see your work make an immediate impact.
We believe great support is more than fixing issues it's building trust and confidence. If you're curious, dependable, and ready to grow with a company that's shaping the future of F&B tech, we'd love to have you on our team.
Who We Are
We started out in 2014 with one simple goal in mind: take an industry that is important to people of all walks of life and develop cutting-edge tech to make it better. In a world where people make use of the latest technology purely to make a quick buck, we are here for the long haul and genuinely wish to change the F&B industry in a way that will have a positive impact for both restaurant owners and diners.
After 3 years of developing our solution, which incorporates patented technology, we launched to market and instantly disrupted many of the long-seated players in Hong Kong and Taiwan. With our focus on new innovations and solving tomorrow's challenges today, we stand out by offering a complete solution that is proactive rather than reactive.
While there are certainly other players in the market, our deep and interconnected ecosystem — spanning over 15 modules, with open APIs and over 100 third-party solution partners changes the game and elevates the industry to new levels. Our unwavering drive and dedication has helped us become pioneers at our craft.
Having matured from a startup, we are now headquartered in Hong Kong with offices in Taiwan, Singapore, Malaysia, and the Philippines, serving thousands of merchants and brands across 32 markets worldwide. We are high-growth yet sustainable and all without VC backing!
Are you as excited as we are to grow Eats365?