- Responsible in providing operational support in triaging issues and escalating to relevant stakeholders.
- Responsible in helping to improve reliability, stability and scalability challenges with engineering teams.
- Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements.
- Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes.
- Support and communicate insights and recommended actions to stakeholders to reduce user pain points.
- Conduct data investigations and analysis on fraudulent rings that has been identified by stakeholders.
- Work with business teams to translate requirements and needs to the Tech teams
Work Experience Requirements
- Must have at least 2 years experience related to support or operations.
- Must have strong understanding of support flows and procedures
- Must be familiar with working via online tools like Zendesk, Google Calendar, Web based email, etc
- Must know how to debug basic mobile hardware and software issues
- Must be fluent in both English and the local native language such as Malay, Chinese, Tagalog, Thai or Vietnamese.
- Knowledge of customer service principles and practices
- Must be able to work independently and remotely.
- Must be able to work well under pressure
Key Attributes / Skill Sets
Essential:
- Knowledgeable in problem solving and basic troubleshooting skills on mobile hardware and software
- Ability to multitask
- Good communication skills
- Capacity to understand the business need
- Strong team player
- Customer focused
- Performance driven
- Strong planning skills
- Meticulous
- Good problem solving and decision-making skills
Education Requirements
- Preferably a degree / pursuing a degree in computer science, software engineering, information technology or related fields (but not mandatory)
