Customer Support Specialist

📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Tradeshift
• Location: Kuala Lumpur, Malaysia
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: 2025-08-01

🚀 Role Summary

Tradeshift is seeking a dedicated Customer Support Specialist to join their team in Kuala Lumpur, Malaysia. The ideal candidate will have a strong background in customer support, with a proven track record of providing exceptional service to customers. This role involves qualifying and responding to customer support tickets, ensuring all necessary information is present for troubleshooting, and escalating urgent incidents as needed. The successful candidate will be able to empathize with customers, provide high-quality customer service, and manage a large portfolio of tickets effectively.

📝 Enhancement Note: This role requires a strong focus on customer empathy and effective communication skills, as well as the ability to work in a fast-paced environment with a diverse customer base.

💻 Primary Responsibilities

• Ticket Qualification & Response: Qualify support tickets submitted by customers, ensuring all required information for troubleshooting is present. Respond to customer queries in a timely and accurate manner, drawing upon personal knowledge of best practice solutions and Tradeshift's knowledgebase.
• Incident Management: Understand and identify the root cause of support tickets. Escalate incidents that meet the criteria of Urgent incidents to the Team Lead or World on Fire channel.
• Customer Service: Empathize with customers and provide the best customer service. Ensure high-quality ticket handling, paying attention to communication used and specific care for sensitive customers.
• Portfolio Management: Organize and prioritize a large portfolio of tickets. Strive for continuous improvement and drive progress on all tickets. Meet established service-level objectives.
• Live Support: Provide live support for customers, working with international customers across various time zones.
• Ticket Escalation: Identify and forward support tickets related to other departments in a timely and efficient manner.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field or equivalent experience is preferred.

Experience: Proven experience in a customer support role, with a strong track record of providing exceptional customer service.

Required Skills:

• Excellent communication skills in English, both written and verbal
• Strong problem-solving skills and the ability to troubleshoot effectively
• Experience with ticket management systems
• Ability to work in a fast-paced environment and manage a large portfolio of tickets
• Strong organizational skills and the ability to prioritize tasks effectively
• Empathy and a customer-focused mindset
• Ability to work with international customers and across different time zones

Preferred Skills:

• Experience with Tradeshift's products and services
• Familiarity with Agile methodologies and customer support best practices
• Bilingual or multilingual skills

📝 Enhancement Note: While not explicitly stated, it's likely that candidates with experience in a similar role or industry would be preferred. Familiarity with Tradeshift's products and services would also be beneficial.

📊 Web Portfolio & Project Requirements (N/A for this role)

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided in the job listing. According to Glassdoor, the average salary for a Customer Support Specialist in Kuala Lumpur, Malaysia, is approximately RM 3,000 - RM 5,000 per month. However, this can vary depending on the candidate's experience and qualifications.

Benefits: The job listing does not specify any benefits. However, Tradeshift may offer benefits such as health insurance, retirement plans, and paid time off, as per industry standards.

Working Hours: The role requires working with international customers, so mixed shifts (EU-US timezones) are needed.

📝 Enhancement Note: While the salary range is not provided, it's important to note that the average salary for a Customer Support Specialist in Kuala Lumpur, Malaysia, is approximately RM 3,000 - RM 5,000 per month. Candidates should research Tradeshift's benefits package and compare it with industry standards.

🎯 Team & Company Context

🏢 Company Culture

Industry: Tradeshift is a global platform for supply chain payments and marketplaces. This role will involve working with customers from various industries, including finance, manufacturing, and retail.

Company Size: Tradeshift is a mid-sized company with approximately 1,000 employees worldwide. This size allows for a more personal work environment and the opportunity to make a significant impact on the company's growth.

Founded: Tradeshift was founded in 2010, making it a relatively young and innovative company in the supply chain industry.

Team Structure: The Customer Support team at Tradeshift is likely to be structured with team leads overseeing multiple support specialists. The team may also include support managers and directors who oversee the overall customer support strategy.

Development Methodology: Tradeshift uses Agile methodologies for product development and customer support processes. This ensures a customer-focused approach to problem-solving and continuous improvement.

Company Website: Tradeshift

📝 Enhancement Note: While the job listing does not provide detailed information about Tradeshift's company culture, it's likely that the company values innovation, customer focus, and continuous improvement, given its industry and size.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position in customer support. The successful candidate will have the opportunity to grow within the team and take on more responsibilities as they develop their skills and gain experience.

Reporting Structure: The Customer Support Specialist will report directly to the Team Lead or Support Manager. They may also work closely with other teams, such as Product and Engineering, to resolve customer issues and improve products.

Technical Impact: The Customer Support Specialist will have a direct impact on customer satisfaction and retention. By providing exceptional service and resolving customer issues efficiently, they will contribute to Tradeshift's overall success.

Growth Opportunities:

• Promotion to Team Lead or Support Manager: As the candidate gains experience and demonstrates strong leadership skills, they may be promoted to a team lead or support manager role.
• Transition to a Different Role: With experience in customer support, the candidate may choose to transition to a different role within Tradeshift, such as product management or technical support.

📝 Enhancement Note: While the job listing does not provide detailed information about career growth opportunities, it's likely that candidates with strong performance and leadership skills will have the opportunity to advance within the company.

🌐 Work Environment

Office Type: Tradeshift's Kuala Lumpur office is a modern, collaborative workspace designed to foster innovation and creativity. The office is equipped with state-of-the-art technology and amenities to support employee productivity and well-being.

Office Location(s): Tradeshift's Kuala Lumpur office is located in the heart of the city, providing easy access to public transportation and nearby amenities.

Workspace Context:

• Collaborative Environment: The office is designed to encourage collaboration and teamwork, with open-plan workspaces and dedicated meeting rooms.
• Technology & Amenities: The office is equipped with high-speed internet, modern hardware, and ergonomic furniture to support employee productivity and comfort.
• Cross-Functional Collaboration: The Customer Support team works closely with other teams, such as Product and Engineering, to resolve customer issues and improve products.

Work Schedule: The role requires working with international customers, so mixed shifts (EU-US timezones) are needed. The work schedule may include evenings, weekends, and holidays, depending on customer needs.

📝 Enhancement Note: While the job listing does not provide detailed information about the work environment, it's likely that Tradeshift's Kuala Lumpur office is a modern, collaborative workspace designed to support employee productivity and well-being.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or Video Screen: A brief phone or video call to discuss the candidate's experience and fit for the role.
2. Technical Assessment: A hands-on assessment to evaluate the candidate's problem-solving skills and ability to troubleshoot customer issues.
3. Behavioral Interview: A structured interview to assess the candidate's communication skills, customer focus, and cultural fit.
4. Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the company.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Customer Support, Ticket Handling, Troubleshooting, Communication, Empathy, Organization, Prioritization, Continuous Improvement, Service-Level Objectives, Live Support, International Customer Support

📝 Enhancement Note: While the job listing does not provide detailed information about the interview process, it's likely that Tradeshift uses a structured, multi-stage interview process to evaluate candidates' technical skills and cultural fit.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies: Not applicable for this role.

Development & DevOps Tools: Not applicable for this role.

📝 Enhancement Note: While the job listing does not mention any specific technology stack, it's likely that Tradeshift uses modern, industry-standard tools for customer support and ticket management.

👥 Team Culture & Values

Customer Support Values: Tradeshift values exceptional customer service, empathy, and continuous improvement. The ideal candidate will be passionate about providing the best possible customer experience and driving progress on all tickets.

Collaboration Style: Tradeshift encourages a collaborative work environment, with open communication and cross-functional teamwork. The Customer Support team works closely with other teams, such as Product and Engineering, to resolve customer issues and improve products.

📝 Enhancement Note: While the job listing does not provide detailed information about Tradeshift's team culture and values, it's likely that the company values exceptional customer service, empathy, and continuous improvement, as well as a collaborative work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Tickets: The role may involve handling a high volume of tickets, requiring strong organizational skills and the ability to prioritize effectively.
• Diverse Customer Base: The role involves working with international customers from various industries, requiring strong cultural sensitivity and adaptability.
• Fast-Paced Environment: The role requires working in a fast-paced environment, with the ability to manage multiple tasks and prioritize effectively.

Learning & Development Opportunities:

• Training & Development: Tradeshift may offer training and development opportunities to help employees grow their skills and advance their careers.
• Mentorship: The company may offer mentorship programs to help employees develop their skills and gain experience in the industry.

📝 Enhancement Note: While the job listing does not provide detailed information about the challenges and growth opportunities associated with this role, it's likely that candidates will face challenges such as handling a high volume of tickets, working with a diverse customer base, and operating in a fast-paced environment. However, these challenges also present opportunities for growth and development.

💡 Interview Preparation

Technical Questions: Not applicable for this role.

Company & Culture Questions:

• Customer Support Scenario: Describe a time when you had to handle a difficult customer. How did you resolve the issue, and what did you learn from the experience?
• Problem-Solving: Can you describe a time when you had to troubleshoot a complex issue? How did you approach the problem, and what was the outcome?
• Adaptability: How do you handle working with customers from different cultures and time zones?

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: While the job listing does not provide specific interview questions, it's likely that Tradeshift will ask behavioral and situational questions to evaluate candidates' problem-solving skills, customer focus, and cultural fit.

📌 Application Steps

To apply for this Customer Support Specialist position:

1. Submit your application through the application link provided in the job listing.
2. Prepare for the phone or video screen by reviewing the job description and researching Tradeshift's products and services.
3. Prepare for the technical assessment by practicing your problem-solving skills and familiarizing yourself with Tradeshift's knowledgebase.
4. Research Tradeshift's company culture and values to ensure a good fit for your career goals and personal preferences.
5. Prepare for the behavioral interview by reflecting on your past experiences and developing examples of your problem-solving skills, customer focus, and adaptability.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.