Job Role Summary
If you’re passionate about solving real-world problems, enjoy working with customers, and love using technology to make an impact, this role is for you.
As a CX Specialist, you’ll help our customers succeed by blending technical expertise with customer-focused problem solving. From troubleshooting and onboarding to improving processes and influencing our product roadmap, you’ll be a key part of the customer’s end-to-end journey.
Key Responsibilities:
Technical Support & Troubleshooting
- Work with customers to diagnose and resolve technical issues
- Act as an escalation point for complex problems
- Reproduce bugs, gather logs, and collaborate with engineering teams to find root causes
Customer Advocacy
- Manage and support project implementations
- Translate customer needs and pain points into actionable insights for product teams
- Prioritize issues based on customer impact
Tooling & Automation
- Build or improve internal tools and scripts to streamline support
- Create dashboards and monitoring tools to proactively detect issues
Data-Driven Insights
- Analyze customer usage data and support cases to identify improvement opportunities
- Quantify the impact of customer problems for prioritization
Documentation & Enablement
- Create technical documentation, FAQs, and guides
- Train internal teams and customers on product functionality
Cross-Functional Collaboration
- Work closely with product, engineering, and sales teams to ensure a smooth customer journey
- Participate in pre-sales or onboarding activities when needed
Requirements:
- Education :Degree in IT, Computer Science, Engineering, Logistics/Supply Chain, or Accounting
- Experience : Prior work experience in any of the above fields is an advantage
- Skills & Traits:
- Strong people skills – you enjoy connecting with customers
- Creative problem-solver, passionate about using technology to solve industry challenges
- Fluent in English, Bahasa Malaysia, and Mandarin (spoken)
- Excellent writing skills in English and Bahasa Malaysia
How to Apply:
Email Subject : [DSMCX01] CX Specialist Application – {Name}
Interested candidates, please email your resume to admin@dsm.com.my
Why You’ll Love Working Here:
- Direct product impact – your feedback shapes the software we build
- Growth opportunities – develop both technical and customer-facing skills
- Collaborative culture – work closely with multiple teams and learn from experts
- Real results – see your work translate into happier, more successful customers
