Permanent
Information Technology
9,000-15,000 MYR
Bachelor degree
5 years
Kuala Lumpur, Malaysia
Duration of employment:
Permanent
Career field:
Information Technology
Salary (Monthly):
9,000-15,000 MYR
Qualification required:
Bachelor degree
Minimum experience required:
5 Years
Location of Job:
Kuala Lumpur, Malaysia
Description:
Head of Support (Institutional)
Job Descriptions:
Have a strong technical background, API experience &analytical skills
Communicate effectively with clients via telegram(main) & secondary channels to address their inquiries, troubleshoot issues and provide timely solutions.
Articulate product and API solutions to clients over telegram and phone ( if needed), demonstration a deep understanding of our offerings.
Collaborate with the sales and product teams to relay customer feedback.
Act as a shift lead for time zone coverage, ensuring efficient support coverage across different regions.
Establish on boarding and training programs for new team members, ensuring a smooth integration into the support team.
Establish a comprehensive KPI tracking system to measure team performance, tool efficiency, and process effectiveness.
Participate in the recruitment process by interviewing and evaluating potential candidates for the support team.
Escalate complex issues to L2 support when necessary, collaborating with them for timely resolution.
Focus on efficient ticket resolution to meet service legal agreements and ensure customer satisfaction.
Stay updated with the latest development in API's, trading and related technologies.
Collaborate with L1 & L2 support to enhance API knowledge and improve issue resolution process.
Job Requirements:
Bachelors in STEM or business related fields.
At least 5 years working experience
General qualifications in customer support or related fields.