Head of Support ( Institutional)

  • Information Technology
  • Kuala Lumpur
  • 11/07/2023
  • RM8,000 - RM15,000 /monthly
  • Full Time
Job expired!

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.
  • Strong technical background with API experience.
  • In-depth trading and API knowledge.
  • Strong expertise in remote team management.
  • Willing to work at Kuala Lumpur