Customer Care

Support Engineer (Level 2)

Kuala Lumpur
Work Type: Full Time
Are you driven, results-oriented and a team player?

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we’re committed to bridging this gap and making technology accessible to all, regardless of their background. By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.

At StoreHub we model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.

If this is a journey you’d like to embark on, keep reading!

In the Support Engineer (Level 2) role, you’d be the go-to-person to help resolve customers’ technical & service needs. As a representative of the company, you will be responsible for driving a successful customer experience while providing technical & service solutions upon escalated issues.

What you will do:
  • Attend to Tier 2 Hardware & Software tickets referred by Tier 1 Customer Care Team & internal teams.

  • Conduct outbound calls & emails to internal and external customers to acknowledge & assist with resolving technical issues.

  • Support internal customers on hardware and software setup.

  • Support Customer Care Team Leads in handling Service Escalation and live inquiries from internal customers as Manager on Duty. 

  • Act as gatekeeper for all software and hardware bugs between Operations Product Team. Reproduce bugs reported and prepare a detailed report via JIRA  for the Product Team to resolve.

  • Conduct off-site visits to merchants when required on technical issues raised by internal and external customers when required.

  • Coordinate with Logistics team and vendors to handle hardware replacement units. 

  • Manage relationships with off-site vendors for hardware installation and deploy vendors for on-site tech support whenever required.

  • Work hand in hand to support Tier 1 Customer Care & Beep Team on inbound work volume whenever it is required.

  • Identify and collaborate with internal teams to reduce bad demand for POS & Beep through process improvement.

How you will need to be:

  • Demonstrate a passion to serve by delivering an outstanding service in every interaction with our merchants and consumers.

  • Strong interpersonal, communication, verbal and written skills.  

  • Demonstrate personal excellence and growth mindset.

  • Have the ability and resilience to work in a fast paced and dynamic environment.

  • Good in multitasking and using multiple systems to service our merchants and consumers. 

  • Critical, resourceful and analytical thinking in technical troubleshooting and root cause analysis.

  • Proactive in identifying gaps within internal processes and able to collaborate with internal teams to resolve it.

What you need to have:

  • Experience in a customer service related role, preferably within a tech environment. 

  • Stable and speedy Internet connection.

What makes working at StoreHub awesome (and refreshing!):
  • Our people - for real! Hubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
  • Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home.
  • Cutting edge tools. If something can be automated, we’ll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
  • Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
  • It’s the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There’s no reward for long hours with poor results and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk about a person’s contribution.

We do have all the other cool perks too:
  • Free Nespresso Coffee
  • Fully stocked fridge and pantry – ice-cream, snacks, and more yums
  • Free Season Parking - no more roadside headaches
  • Medical and Dental Outpatient Visits + Medical Insurance
  • Apple Macbooks for everyone

We are an equal opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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