Support Engineer

Evoloper Sdn. Bhd. is a research & development company, incorporated in July 2015. We are a team of very experienced developers providing cloud-based Software-as-a-Service (SaaS) point of sales solutions, focusing on F&B and retail industries.

Role and Responsibilities:

• Address customer inquiries promptly and professionally via various channels such as phone, email, and chat messages.
• Manage and maintain Service Level Agreements on response rate and time, productivity and Quality Matrices (CSAT/resolution time).
• Resolve service issues by understanding complaints, providing optimal solutions, and ensuring follow-up until resolution is achieved.
• Maintain a professional and positive attitude to provide the best experience for the customers.
• Demonstrate attention to detail and the ability to maintain detailed records of customer interactions.
• Collect and analyze customer feedback and identify area of improvement.