{"id":924761,"url":"https://alion.io/job/epos-customer-support-solutions-specialist","title":"Customer Support Solutions Specialist","company":{"id":237906,"name":"EPOS","domain":"epos.com.sg","url":"https://alion.io/company/epos-3","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":69,"open_postings":108,"ghost_share":0.509,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Solutions","role_family":"Solutions","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":41000,"period":"year","method":null,"sample_n":6503},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-09-15T00:00:00Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-11-04T04:30:13Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":50},"description":"Role Summary\nWe are looking for a Customer Support Solutions Specialist to join our growing Customer Support team.\nThis 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.\nWhat You'll Do\nHandle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.\nInvestigate issues, perform root-cause analysis, and identify effective solutions or workarounds.\nAct as a subject matter expert and provide guidance to Customer Support agents and Team Leads.\nIdentify recurring customer issues and drive process, SOP, and workflow improvements.\nDevelop and maintain troubleshooting guides, SOPs, and Knowledge Base content.\nSupport the optimisation of AICC, AI chatbot, routing logic, and customer support automation.\nAnalyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.\nWork with Product and Technology teams on system enhancements, UAT, and support-related projects.\nTranslate customer and operational pain points into clear requirements and actionable solutions.\nSupport continuous improvement initiatives to enhance customer experience and operational efficiency.\nRequirements\n3+ years of experience in Customer Service, Technical Support, Customer Operations, or a related field.\nExperience handling L2/L3 escalations or complex customer cases.\nStrong troubleshooting, analytical, and problem-solving skills.\nGood understanding of omnichannel customer support, including Email, Chat, WhatsApp, and Phone.\nStrong communication and documentation skills.\nComfortable working with Product, Technology, Operations, and other cross-functional teams.\nCustomer-focused with strong ownership and accountability.\nProactive mindset with the ability to research, identify gaps, and propose practical solutions.\nExperience with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation will be an added advantage.\nBenefits\nPerks of Joining Us\n Flexi Benefit Allowances\n 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