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Customer Support Solutions Specialist

EPOS · POS Systems · Payment Processing & Gateways · 2 months ago

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Salary

≈ $15k – $41k per year (Estimated)

Location

In office (Kuala Lumpur)

Employment

Full-Time

Confirmed on the employer's own hiring board on Nov 2, 2026. First seen by Alion on Sep 15, 2026. EPOS scores B on the Alion truth index.

Overview

Company

Impact

Profile match

EPOS

EPOS is a point-of-sale software and digital solutions provider headquartered in Singapore that supplies POS systems, payments, rewards programs, digital marketing, website development and financing tools to small and medium-sized retail, food and beverage and minimart businesses. Backed by Ant International and part of its Antom merchant payment services, it has more than 17 years of experience, over 6,000 Singapore SME customers and a growing presence in Malaysia and Vietnam. It hires business development and outdoor sales executives, account and channel partnership managers, customer and technical support staff, marketing, risk and project roles, and interns.

epos.com.sg · HQ: Singapore · Payment Processing & Gateways · POS Systems · 501-1000 employees · Est. 2008

Tech stack of EPOS

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.

Requirements

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.

Benefits

Perks of Joining Us

Flexi Benefit Allowances
Birthday gift
Medical Insurance

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