关于这个角色
As a Client Support Specialist, you will play a key role in ensuring operational stability, client satisfaction, and incident resolution for our global users. You’ll work closely with internal teams to monitor system performance, coordinate responses during escalations, and provide top-tier service to both institutional and enterprise clients. This position offers an opportunity to grow within a technically challenging and collaborative environment.
职责
- Monitor and maintain customer systems to ensure smooth operations and regular backups.
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Provide proactive metrics and reports for system and process performance.
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Act as a bridge between the Operations Support team and DevOps team to enhance efficiency and product quality.
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Handle escalations, coordinate with stakeholders, and manage communication during major incidents.
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Conduct post-incident reviews, documentation, and process improvements.
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Ensure 24/7 availability through rotating shifts, including weekends and holidays.
资格要求
- Proficient in both written and verbal English and Mandarin.
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Prior experience in a tech company or customer service environment.
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Familiarity with server logs, monitoring tools, web servers, DNS, and network protocols.
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Strong problem-solving, multitasking, and communication skills.
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Excellent attention to detail and ability to manage time effectively.
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Tech-savvy and decisive with a proactive mindset.
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Willingness to work in a rotational 24/7 shift, including nights, weekends, and holidays.
福利
- Fully remote working environment
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Opportunity to work with international teams and clients
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Continuous learning and professional development opportunities
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Dynamic and collaborative work culture
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Performance-based growth and bonuses
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