Executive - Global Technical Support
Delivery Hero · Kuala Lumpur, Malaysia · 14d ago
Company Description
Job Description
As an Executive - Global Technical Support for TabSquare, you will be responsible for supporting clients with technical and product issues for all our solutions across the SEA and ANZ, Taiwan markets. Core responsibilities include:
Acknowledge, troubleshoot, and resolve technical support queries reported via phone, email, WhatsApp, and live chat end-to-end within defined SLAs.
Attempt and exhaust all possible troubleshooting opportunities.
Log and track all queries into ticketing tools, ensuring problem statements are correctly identified, and tickets are categorized accurately.
Own the relationship and communication with clients throughout the course of a support query, providing periodic status updates.
Identify potential bugs in solutions and escalate issues to relevant internal teams for additional debugging.
Flag and notify potential high-impact infrastructure issues to internal teams.
Liaise with Level 2 and Level 3 teams when troubleshooting issues.
Liaise with Account Managers and other internal stakeholders on payments and billing-related queries.
Adopt and maintain a client operations-first mindset.
Recommend and share improvement ideas for continuous improvement.
Qualifications
Minimum of 1 year of working experience in a technical, help desk, application, or SaaS support function within the Tech, IT sector is ideal
Bilingual proficiency in English and Mandarin is required to oversee and communicate with vendors and clients primarily based in English speaking countries as well as Hong Kong, Taiwan.
Experience in interacting and troubleshooting issues for regional clients.
Good understanding of content management systems.
Analytical and able to troubleshoot complex content, network, and printer issues.
Solid interpersonal and communication skills.
Able to work autonomously under tight timelines.
Flexible and with a high degree of integrity.
Experience with Freshdesk, TeamViewer, and Datadog.
Previous experience in POS or F&B IT Operations support is a plus.
Additional Information
Why Join TabSquare
Redefine the Future of Dining - Build AI, fintech, and digital solutions that transform how restaurants operate
Create Lasting Impact, Fast - We take ownership, move with speed, and focus on what truly matters. See the real-world results of your work quickly and tangibly.
Grow as a Leader - We raise the bar, develop the best, and provide clear career paths to leadership.
Work in a Culture of Curiosity & Excellence - We dive deep, challenge assumptions, and use data to solve problems. We value bold ideas, experimentation, and continuous learning.
Thrive in a Positive, Humble Environment - We bring good vibes through a collaborative, supportive culture where optimism sparks possibility and openness to feedback drives growth.