Technical Customer Support Associate

Location: Kuala Lumpur, Malaysia

Role: Technical Customer Support Associate

Department: Customer Department

Mode: Full-time

About Respond.io

Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honoured with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry-leading clients.

Our workforce is a testament to our global reach, with remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech-savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!

Role Description

At Respond.io, Technical Customer Support Associates are pivotal to our company’s success. You will be the go-to resource for our valued customers to obtain clarification when needed, provide possible workaround and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.

Responsibilities

• Deliver high quality support and operate as a safety net to customers of our SaaS product
• Communicate and respond varied technical solutions to customers in a team environment, using our shared inbox tool to assist customer's inquiries
• Resolve customer inquiries in a timely manner using full understanding of the product functions, features and customer environment
• Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions
• Empower customers to self-serve and help users navigate our on-demand success resources
• Work collaboratively across a few teams - Customer, Marketing, Product and Tech to solve complex problems

Qualifications

• 2+ years of experience in a Customer Support role preferably in a SaaS or IT company
• Ability to speak Arabic is a plus!
• Experience in testing or troubleshooting API is highly advantageous
• Excellent communication skills in English as well as listening skills and the proven ability to understand customer’s inquiries
• Ability to clearly explain complex ideas verbally and in writing
• Ability to dig deeper to uncover customer’s true objectives
• Experience with CRMs like Hubspot, Salesforce, etc
• High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers
• Able to work evening shift! (4pm to 12.30am MYT)
• Excellent organization, and time management skills
• Teamwork mentality and willingness to assist wherever needed

Here's What's In For You

• You will become part of an amazing culture with smart teammates who actually care
• You will grow more here than you would anywhere else, that is a promise
• Pizza parties, birthday gifts, social events (Go-Kart, Talent Show, Movie Night), you'll always be looking forward to it!
• Beer O'Clock on Fridays? Nah, we have it every day!
• Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
• You'll get to experience a very competitive compensation
• You'll be covered exclusively on one of the highest medical and dental insurance especially for you
• Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it
• You'll be entitled to stock options with terms and condition
• Flexible working environment and working hours