Overview
Customer Success Specialist Jobs in Greater Kuala Lumpur at BASSnet
Title: Customer Success Specialist
Company: BASSnet
Location: Greater Kuala Lumpur
We are looking for a dependable and customer-focused Customer Success Specialist to provide day-to-day application support and help our customers get the most out of BASS software. In this role, you will handle incidents, resolve customer queries, and support the team in driving customer satisfaction, product adoption, and operational stability. You will be a key part of a product support team, working closely with customers, peers, and product/development teams to ensure every interaction strengthens our customers’ success with BASS solutions.
What should you have?
- Experience providing first- and second-level technical application support, resolving incidents within agreed SLAs.
- Ability to diagnose and troubleshoot common application issues, including user errors, configuration questions, and standard integration queries.
- Skill in escalating complex, critical, or unresolved issues with clear context and reproduction steps.
- Strong documentation discipline — accurate logging of incidents, resolutions, and known issues within a ticketing system.
- Ability to provide functional advisory, guidance, and practical solutions to customers and internal support consultants.
- Capability to understand customer business processes, operational challenges, and use cases to help customers use the system correctly and efficiently.
- Proactive mindset to monitor and improve software adoption, ensuring customers maximize the value of the product.
- Ability to monitor customer sentiment and engagement from a functional perspective to complement ticketing data.
- Skill in analyzing customer enhancement requests and advocating these needs to Product and R&D teams.
- Experience collaborating with Project, Product, and Development teams during implementation, handover, and post-go-live support.
- Willingness to share knowledge with peers, standardize responses, and contribute to overall support quality.
What do you need to qualify?
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- 1–3 years of experience in Application Support, Customer Service, Technical Support, or related roles.
- Excellent verbal and written communication skills in English.
- Basic understanding of application support workflows and ticketing systems (e.g., Jira Service Management, Zendesk, or similar).
- Familiarity with ITIL practices is an advantage.
- Exposure to ERP systems is an advantage.
- Exposure to or interest in the Maritime industry is an advantage.
Does the above interest you? You are most welcome to apply online or to [email protected].
