Customer Support Solutions Specialist
EPOS· EPOS Global Solutions Sdn Bhd
About this role
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.
- 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.
💼 Perks of Joining Us
- 📈 Flexi Benefit Allowances
- 🎁 Birthday gift
- 🏥 Medical Insurance
Frequently Asked Questions
Is the salary disclosed for the Customer Support Solutions Specialist position at EPOS?
The salary for this Customer Support Solutions Specialist role at EPOS is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Support Solutions Specialist position at EPOS located?
This Customer Support Solutions Specialist role at EPOS is based in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Support Solutions Specialist role at EPOS full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Support Solutions Specialist role in the EPOS Global Solutions Sdn Bhd department at EPOS.
Which team or department does the Customer Support Solutions Specialist at EPOS belong to?
This Customer Support Solutions Specialist position is part of the EPOS Global Solutions Sdn Bhd department at EPOS. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Support Solutions Specialist position at EPOS?
Click the "Apply Now" button on this page. You will be redirected to EPOS's official application portal hosted on workable where you can submit your application directly.
When was the Customer Support Solutions Specialist job at EPOS posted?
This Customer Support Solutions Specialist position at EPOS was posted on Sep 15, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Support Solutions Specialist
EPOS
You'll be redirected to EPOS's official application page on workable.