Executive - Global Technical Support

Deskripsi pekerjaan

As an Executive - Global Technical Support for TabSquare, you will be responsible for supporting clients with technical and product issues for all our solutions across the SEA and ANZ, Taiwan markets. Core responsibilities include: - Acknowledge, troubleshoot, and resolve technical support queries reported via phone, email, WhatsApp, and live chat end-to-end within defined SLAs. - Attempt and exhaust all possible troubleshooting opportunities. - Log and track all queries into ticketing tools, ensuring problem statements are correctly identified, and tickets are categorized accurately. - Own the relationship and communication with clients throughout the course of a support query, providing periodic status updates. - Identify potential bugs in solutions and escalate issues to relevant internal teams for additional debugging. - Flag and notify potential high-impact infrastructure issues to internal teams. - Liaise with Level 2 and Level 3 teams when troubleshooting issues. - Liaise with Account Managers and other internal stakeholders on payments and billing-related queries. - Adopt and maintain a client operations-first mindset. - Recommend and share improvement ideas for continuous improvement.