Technical & Customer Support Specialist

Joining Razer

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities

As a Technical & Customer Support Specialist for a leading payment gateway company, you will serve as the primary contact for merchants and partners, providing expert assistance with transaction processing, technical issues, and account support. This role requires a customer-focused individual with technical proficiency and a solid understanding of payment gateway operations to ensure a seamless payment experience for our clients.

• Respond promptly to merchant inquiries related to payment processing, integration, settlement, transaction errors, and account management through various channels (email, phone, chat).
• Provide merchants with instructions on setting up and configuring their payment gateway settings, including API integration, webhooks, and security configurations.
• Diagnose and resolve technical issues such as failed transactions, integration errors, and API-related questions. Guide merchants through troubleshooting and provide clear, step-by-step instructions.
• Assist merchant with documentation issues such as settlement report, invoicing, etc. and provide the solutions, and FAQs to help streamline support processes and provide merchants with accessible resources.
• Troubleshoot and resolve any issues related to transaction processing delays, rejected payments, or gateway errors. Work with technical teams to identify and correct the underlying issues quickly, minimizing disruption to merchants.
• Work closely with technical, business, risk, and underwriting teams to escalate complex issues and ensure timely resolution.
• Track support metrics, such as response times, resolution rates, and customer satisfaction scores, and provide regular reports to management for performance review.
• Take on assigned tasks as needed to support team objectives and maintain high standards of customer service quality.

Pre-Requisites:

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, in Computer Science/Information Technology or any equivalent.
• Minimum 1-2 years in a customer support or helpdesk role, preferably in financial services, eCommerce, or payment processing.
• Familiarity with payment processing systems, APIs, or ticketing systems (e.g., Freshdesk), and basic knowledge of eCommerce platforms or payment gateway is a plus.
• Strong analytical skills and attention to detail in troubleshooting customer issues.
• Strong customer service orientation, with the ability to communicate technical concepts effectively to non-technical users and maintain a positive customer experience.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely. Multilingual skills language is encouraged (Bahasa Malaysia, English, Mandarin languages).
• Ability to manage multiple inquiries efficiently while maintaining a high standard of service.
• Flexibility and adaptability to quickly learn new technologies and tools, as well as to navigate changing priorities and requirements.
• Comfortable working in a fast-paced environment with evolving technology and procedures.
• Empathetic and patient approach to customer service, with a commitment to resolving issues effectively.
• Must be prepared to take on and complete appropriate duties as needed to support team objectives and maintain high standards of customer service quality.
• Flexibility to work rotating shifts and extended hours when required
• Fresh graduates are also encouraged to apply.
• Willingness to work in I-City.