Customer Service Consultant

Job Summary

SCOR Digital Solutions is the technology arm of SCOR one of the worlds leading reinsurers. Based in Kuala Lumpur our team builds digital products that transform how the insurance and reinsurance industry operates.

Our flagship platform RAS (Risk Automation Solutions) delivers augmented and automated underwriting capabilities as a customer-facing SaaS application helping insurers make faster smarter and more consistent risk decisions at scale.

As a level 1 Customer Support Consultant you will play a critical customer-facing role in delivering timely high-quality technical support to our B2B/SaaS client base. You will manage the full support lifecycle triaging incoming requests resolving Level 12 issues escalating complex cases with clear context and maintaining SLA compliance. Beyond reactive support you will actively contribute to knowledge base development and collaborate cross-functionally with product and engineering teams to surface recurring issues and drive continuous service improvement.

Key duties and responsibilities

• Provide high-quality customer support via ticketing system chat and email.
• Triage and respond to incoming client enquiries and requests promptly gathering necessary information to assess urgency and impact.
• Resolve client issues or escalate appropriately while ensuring responses and resolutions meet agreed SLAs.
• Troubleshoot Level 12 technical issues for B2B/SaaS customers.
• Create update and maintain support articles knowledgebase entries and FAQs.
• Track report and analyze ticket trends and metrics to identify recurring issues and improvement opportunities.
• Communicate effectively with developers and cross-functional specialists to resolve complex problems.
• Build and maintain strong long-term customer relationships.
• Handle sensitive customer data securely and follow company policies.
• Work independently with minimal supervision and perform under pressure while meeting SLAs.
• Stay current with evolving tools platform updates and customer happiness best practices.

Required experience & competencies

• 12 years in Level 1 or Level 2 technical support preferably in B2B or SaaS environments.
• Practical experience with Atlassian products (Jira Confluence).
• Experience with ticket reporting analysis and support article generation.
• Strong attention to detail analytical thinking and research skills.
• Excellent written and verbal communication skills.
• Ability to work independently manage time effectively and remain calm under pressure.
• Commitment to customer-focused service and continuous improvement.
• Ability to work across time zones and collaborate with international teams.
• Curious thorough digs until the root cause is clear.
• Follows through until resolution doesnt drop the ball after escalation.
• Documents findings precisely for both clients and internal teams.
• Identifies knowledge gaps and proactively builds runbooks without being told.