Technical & Customer Support Specialist

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

Job Responsibilities

As a Technical & Customer Support Specialist for our payment gateway, you will play a key role in helping merchants who are using our payment processing services. Your responsibilities will include assisting with onboarding, handling merchant inquiries, and ensuring their experience with our payment gateway is seamless. This position requires good communication skills, basic technical knowledge, and a focus on customer satisfaction.

Key Responsibilities:

• Provide first-line support and timely technical assistance for issues related to payment processing systems, including transaction failures, connectivity issues, API integrations, and more via phone, email, chat, and ticketing system.
• Troubleshoot and resolve basic technical issues, such as transaction failures and API problems, using available tools and documentation.
• Assist customers/merchants with account setup, configuration, and payment gateway integration with their websites or applications.
• Collaborate with senior team members to escalate and resolve complex technical issues efficiently.
• Work with internal teams, including product development, engineering, and QA, to address escalated technical issues.
• Document troubleshooting steps and resolutions to contribute to the knowledge base.
• Monitor payment processing systems for performance and reliability, reporting anomalies or potential issues.
• Maintain accurate records of customer interactions, technical issues, and resolutions.
• Collaborate with seniors and operations managers on routine system maintenance, including software updates and server configurations.
• Participate in testing and quality assurance processes for system upgrades and new features.
• Educate customers and merchants on effective use of the payment gateway.
• Contribute to the improvement of operational procedures and documentation.
• Engage with clients and merchants to gather information about issues, provide updates, and ensure timely resolutions.
• Respond professionally to client inquiries, ensuring high customer satisfaction.
• Collaborate with account managers and sales teams to address client concerns and provide technical insights during pre- and post-sales interactions.
• Seek opportunities to improve customer support processes and enhance the overall experience.
• Stay updated on industry trends, regulatory changes, and payment processing security standards.
• Collaborate with development, QA, product management, and customer support teams to address challenges.
• Actively participate in team meetings, case studies, training, and knowledge-sharing initiatives.
• Share insights and best practices to promote continuous improvement and teamwork.
• This role may require occasional evening or weekend work to support clients in different time zones.
• Training will be provided on products and processes.
• Excellent opportunity to gain fintech industry experience and grow in technical support.

Requirements / Qualifications and Skills:

• Bachelor's Degree, Post Graduate Diploma, Professional Degree in Computer Science/Information Technology, or equivalent.
• Minimum of 1 year in a relevant field; fresh graduates are encouraged to apply.
• Prior experience in technical support or customer service within the fintech or payment processing industry is preferred.
• Familiarity with payment processing systems, APIs, electronic transactions, and web technologies is a plus.
• Experience with ticketing systems and CRM software.
• Strong troubleshooting and problem-solving skills.
• Strong customer service orientation and the ability to explain technical concepts to non-technical users.
• Excellent verbal and written communication skills; multilingual skills (Bahasa Malaysia, English) are encouraged.
• Collaborative team player with flexibility to adapt to changing priorities.
• Initiative to learn new technologies and tools quickly.
• Willingness to work extended hours, including evenings, weekends, or public holidays, as needed.
• Willingness to work in I-City and adapt to changes in responsibilities or scope.