Job Description

Key Responsibilities

1. Support Operations & Case Oversight

  • Oversee daily support operations including ticket assignment, prioritisation, and tracking.
  • Monitor pending and high-impact cases to ensure timely resolution.
  • Follow up with internal teams (L1–L3, QA, DevOps, Product) to drive accountability and closure.
  • Ensure accurate and complete documentation of all support activities.

2. Client Communication & Relationship Handling

  • Serve as a primary support liaison for enterprise clients on operational or incident matters.
  • Provide status updates, incident summaries, and expected timelines professionally and accurately.
  • Build trust through consistent follow-through and clear communication.
  • Gather feedback and surface recurring issues for service improvement.

3. Escalation Management

  • Identify aged, complex, or critical cases requiring escalation.
  • Coordina...

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