Customer Support Specialist

A leading engineering solutions provider is seeking a Customer Support Specialist to join their collaborative and globally connected Customer Care team in Penang.

This role offers the opportunity to work with a diverse suite of products, including Engineering Workbench, Goldfire, and Thread, supporting customers across APAC and worldwide. You will be part of a multi-tier technical support organisation that values cross-functional communication, technical curiosity, and a strong sense of ownership. The company is committed to providing an inclusive environment where your expertise will directly impact customer satisfaction, product adoption, and operational excellence. With hybrid working arrangements and no travel requirements, this position provides flexibility while allowing you to contribute meaningfully to the engineering community.

• Join a supportive global team dedicated to delivering high-quality customer experiences and quick issue resolution for engineering solutions.
• Enjoy flexible hybrid working opportunities in Penang with no travel required, enabling you to balance professional growth with personal commitments.
• Be part of an organisation renowned for its commitment to continuous learning, technical development, and fostering an inclusive workplace culture.

What you'll do:

As a Customer Support Specialist based in Penang, you will play a pivotal role in ensuring customers can operate engineering solutions efficiently and effectively. Your day-to-day activities will involve providing expert guidance on product usage and configuration while resolving technical challenges across various environments. You will engage with customers via phone and web channels, offering practical advice that enhances their experience. Success in this role requires you to communicate clearly with both internal teams and external clients while maintaining meticulous records in CRM systems. By collaborating globally and sharing insights within your team, you will help drive continuous improvement in support processes. Your contributions will not only reduce downtime but also strengthen the reputation of the organisation as a trusted partner in engineering innovation.

• Provide comprehensive operational, configuration, upgrade, and usage support for a range of engineering products including Engineering Workbench, Thread, Goldfire, and others.
• Troubleshoot complex issues across client environments such as Windows operating systems, IIS servers, networking infrastructure, authentication protocols, cloud platforms, and system integrations.
• Take full responsibility for customer requests—whether technical queries, informational needs or change-related matters—ensuring accurate diagnosis, prioritisation and timely resolution within established service levels.
• Collaborate closely with cross-functional teams located around the globe to drive efficient problem-solving and ensure seamless customer experiences.
• Maintain clear and consistent communication with internal stakeholders at all levels as well as external customers to keep everyone informed throughout the support process.
• Deliver phone-based and web-based guidance on product navigation, best practices for usage, and general troubleshooting advice tailored to individual customer needs.
• Document all interactions thoroughly in enterprise-class CRM systems to ensure transparency and continuity of support.
• Contribute actively to knowledge sharing within the team by participating in training sessions and updating internal documentation as new solutions are developed.
• Monitor trends in customer issues to identify opportunities for process improvement or product enhancement.
• Support integration troubleshooting through APIs or SDKs when required.

What you bring:

Your background as a Customer Support Specialist should reflect substantial experience in providing technical assistance within Microsoft-based environments. You will bring proven expertise in supporting software applications across both traditional on-premise setups and modern cloud infrastructures. Your ability to absorb new information rapidly will be invaluable as you navigate evolving products and tools. Experience with CRM platforms such as Salesforce will enable you to manage cases efficiently while exposure to API or SDK troubleshooting adds further value. Communication skills are paramount; you must be able to articulate solutions clearly regardless of your audience’s technical proficiency. A collaborative spirit is essential for working effectively within global teams while your commitment to accountability ensures that every customer receives attentive care. Your academic credentials coupled with hands-on support experience position you perfectly for this rewarding opportunity.

• Demonstrated understanding of Microsoft environments including Windows Client & Server OS, IIS servers, browsers as well as networking fundamentals such as Active Directory/LDAP and MS SQL databases.
• Proven experience supporting applications deployed both on customer premises and public cloud platforms.
• Ability to quickly learn new technical concepts, tools, products and adapt to evolving technologies within the engineering domain.
• Hands-on experience working with enterprise-class CRM systems; familiarity with Salesforce is highly desirable but not mandatory.
• Exposure to troubleshooting integrations using APIs or SDKs is preferred though not essential for success in this role.
• Excellent verbal and written communication skills enabling you to explain intricate concepts clearly to both technical specialists and non-technical users alike.
• Strong analytical thinking paired with curiosity for exploring new technologies and solving complex problems collaboratively.
• Team-oriented approach with willingness to co-operate across global boundaries for optimal outcomes.
• High sense of accountability combined with a customer-first mindset that ensures every interaction is handled thoughtfully.
• Bachelor’s degree in Computer Science or related discipline along with at least four years’ experience in customer-facing technical support roles.

What sets this company apart:

This organisation stands out for its long-standing dedication to advancing engineering workflows through robust standards content and workflow solutions. With over six decades of industry presence under previous ownership by respected names such as S&P Global, IHS Markit, and IHS, it has become an integral part of the global engineering ecosystem. The company’s mission centres on building evolvable knowledge platforms that empower STEM professionals worldwide—enabling them to tackle complex challenges through innovation. Employees benefit from an inclusive workplace where equal opportunities are championed regardless of background or identity. The culture encourages continuous learning alongside professional development so that every team member feels supported in reaching their full potential. Hybrid working arrangements offer flexibility without compromising collaboration or career progression. By joining this organisation, you become part of a network committed not only to technological advancement but also to nurturing talent within a vibrant community.

What's next:

If you are passionate about delivering exceptional customer support within a collaborative global environment—and eager to grow your career in engineering solutions—this is your chance!

Apply today by clicking on the link provided or email me at TengHong.Khoo@robertwalters.com.my to discuss this new opportunity!

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C