About the Role
Serve as the first point of contact for technical support requests via ticketing system, email, or chat.
Communicate effectively in English and Chinese (Mandarin) with customers and stakeholders.
Log, categorize, and prioritize incidents according to SLA.
Provide timely updates to customers regarding issue status and resolution progress.
Escalate unresolved or complex issues to Level 2 / Engineering teams when required.
Maintain professional, customer-focused communication at all times.
Application Support (Cloud-Based Systems)
- Provide first-level troubleshooting for web-based and cloud-hosted applications.
- API connectivity issues
- Timeout or service unavailability errors
- Perform basic log checking and validation before escalation.
- Coordinate with development teams for bug-related incidents.
- Validate fixes prior to ticket closure.
Network & Con...
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