Product Support Specialist, Kuala Lumpur, Malaysia

Business Unit: Technology

Location: Kuala Lumpur

Contract Type: Permanent/Full Time

Closing Date: 29 February 2020

Product Support Specialist, Kuala Lumpur, Malaysia

The Team

The Global Helpdesk are responsible for providing GBG’s customers with technical support with our products. With an average Net Promoter Score of 70 awarded by our customers, the Helpdesk takes pride in supporting GBG’s Vision through the provision of excellent customer service.


The Role

Reporting to the Customer Support Manager, you will be responsible for the handling and resolution of technical customer queries. You will ensure queries are resolved quickly, thoroughly and professionally.


What you will do

You will:
  • Act as first point of contact for our customers
  • Provide excellent customer service - log, investigate and resolve product queries
  • Work closely and effectively with other teams to resolve queries where necessary
  • Meet our targets to ensure we continue to deliver great support
  • Be a subject matter expert: a focal point for questions relating to use of the products
  • Be a customer champion – proactive in recommending product improvements
  • Contribute to the effectiveness of the team through collaboration and communication


To be successful, we are looking for

  • Experience in external customer support, technical support or application support
  • Highly logical and structured problem solving approach
  • Customer focus and excellent communication skills
  • Excellent active listening skills
  • Understanding of urgency and priority handling experience
  • Ability to explain complex issue in a clear and easy to understand to a technical and non-technical audience
  • Added advantages:
    • Previous experience in creating or updating Knowledge Base article and document process within a company
    • Previous experience in any of the programming language - C++, C#, .NET, XML, HTML or SQL database


  • Leading and deciding: takes ownership of customer queries and drives them through to resolution
  • Supporting and co-operating: Behaves consistently with clear personal values that complement those of the organisation. Supports others and recognizes the importance of team work
  • Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
  • Analyzing and interpreting: Shows evidence of clear analytical thinking. Quick to learn and gets to the heart of complex issues
  • Organizing and executing: Organized, a good multi-tasker and able to work independently. Delivers results for customers
  • Adapting and coping: Manages pressure effectively. Embraces change
  • Enterprising and performing: Seeks opportunities for self-development
  • International travel may be required on occasion
Apply now