Customer Service Consultant

We're hiring a Customer Support Consultant to deliver outstanding, timely support for our B2B/SaaS customers. You'll resolve technical issues, create and maintain support documentation, and collaborate with product and engineering teams to improve customer experience and meet SLAs.

As a leading global reinsurer, SCOR offers its clients a diversified and innovative range of reinsurance and insurance solutions and services to control and manage risk. Applying The Art & Science of Risk, SCOR uses its industry-recognized expertise and cutting-edge financial solutions to serve its clients and contribute to the welfare and resilience of society in around 160 countries worldwide.

Working at SCOR means engaging with some of the best minds in the industry - actuaries, data scientists, underwriters, risk modelers, engineers, and many others - as we work together to find solutions to pressing challenges facing societies.

As an international company, our common culture is defined by The SCOR Way. Serving both to build momentum that drives the Group forward and as a compass to guide our actions and choices, The SCOR Way is anchored by five core values, reflecting the input of employees at all levels of the Group. We care about clients, people, and societies. We perform with integrity. We act with courage. We encourage open minds. And we thrive through collaboration.

SCOR supports inclusion and the diversity of talents, and all positions are open to people with disabilities.

Job Summary

SCOR Digital Solutions is the technology arm of SCOR, one of the world's 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 1-2 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 1-2 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

• 1-2 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, doesn't drop the ball after escalation.
• Documents findings precisely for both clients and internal teams.
• Identifies knowledge gaps and proactively builds runbooks without being told.