Customer Support Solutions Specialist

About the role

EPOS is looking for a Customer Support Solutions Specialist to join its growing Customer Support team. This is an L3 / subject matter expert role focused on handling complex escalations, troubleshooting customer issues, improving support processes and driving solutions across Customer Support. The role works closely with Product, Technology, Operations and other cross-functional teams.

Key responsibilities

• Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration and operational issues.
• Investigate issues, perform root-cause analysis and identify effective solutions or workarounds.
• Act as a subject matter expert and guide Customer Support agents and Team Leads.
• Identify recurring customer issues and drive process, SOP and workflow improvements.
• Develop and maintain troubleshooting guides, SOPs and Knowledge Base content.
• Support the optimisation of AICC, AI chatbot, routing logic and customer support automation.
• Analyse customer feedback, CSAT, FCR, SLA, AHT and DSAT trends to find improvement opportunities.
• Work with Product and Technology teams on system enhancements, UAT and support-related projects.

Required profile

• 3+ years of experience in Customer Service, Technical Support, Customer Operations or a related field.
• Experience handling L2/L3 escalations or complex customer cases.
• Strong troubleshooting, analytical and problem-solving skills.
• Good understanding of omnichannel support (Email, Chat, WhatsApp, Phone).
• Strong communication and documentation skills.
• Comfortable working with cross-functional teams, proactive and customer-focused.

Required skills

• CRM, Knowledge Base, Quality Assurance, AI chatbot or support automation experience is an added advantage.

What we offer

• Flexi benefit allowances.
• Birthday gift.
• Medical insurance.