Technical & Customer Support Specialist

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 experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities :

As a Technical & Customer Support Specialist at a leading payment gateway provider, you will be the first point of contact for merchants and partners, delivering timely and effective assistance across multiple communication channels. This role emphasizes strong communication skills, a high level of professionalism, and a clear understanding of support KPIs such as first response time, resolution time, and customer satisfaction (CSAT). The ideal candidate is customer-centric, responsive, and adaptable, with a commitment to delivering a consistent and high-quality support experience.

• Respond to customer(users, merchants, partners, etc.) inquiries via email, phone, and live chat with professionalism and clarity, addressing issues related to transaction processing, payment failures, system errors, and account management.
• Monitor and manage support ticket queues to ensure timely responses and resolutions, meeting internal SLA targets.
• Communicate effectively and empathetically to provide clear instructions and solutions, ensuring customer satisfaction and understanding.
• Provide merchants/partners with instructions on setting up and configuring their payment gateway settings, including API integration, webhooks, and security configurations.
• Assist with requests related to settlement reports, invoicing, and general documentation.
• Collaborate with internal teams (technical, business, risk, and underwriting, etc.) to escalate and follow up on complex or urgent issues until resolved.
• Contribute to internal knowledge base articles and FAQ updates to reduce repetitive inquiries and improve self-service resources.
• Take initiative to suggest improvements to support workflows, tools, and customer experience.
• Support ad-hoc duties and projects as assigned to maintain operational efficiency.
  
  
  

Pre-Requisites :

• A Bachelor's Degree, Post Graduate Diploma, or equivalent in any discipline.
• Minimum 1-2 years of experience in a customer support or helpdesk environment, ideally within eCommerce, fintech, or payment services.
• Strong communication skills, both written and verbal, with the ability to explain technical or process-related information in simple terms. Multilingual proficiency (Bahasa Malaysia, English, Mandarin) is a plus.
• Solid understanding of helpdesk metrics and service quality expectations (e.g., response time, resolution time, CSAT).
• Familiarity with ticketing tools and basic understanding of payment systems, eCommerce platforms, or APIs is an advantage.
• Demonstrates empathy, patience, and a customer-first mindset in every interaction.
• Able to handle multiple inquiries in a fast-paced environment while maintaining attention to detail.
• Flexible and willing to work rotating shifts and extended hours.
• Fresh graduates with strong communication skills and eagerness to learn are welcome to apply.
  
  
  

Pre-Requisites :

Are you game?