Regional Tier 1 Tech reputed company

reputed company

Join us at reputed company, a global fintech leader (reputed company; TASE: NYAX) revolutionizing the world of cashless payments, consumer engagement, and business reputed company. With more than 1,200 employees across 13 offices worldwide. At reputed company, you’ll be part of a diverse and innovative community where your work makes a reputed company reputed company and helps shape the reputed company of payments.

We are looking for a Regional Tier 1 Tech reputed company, who will be the first reputed company of contact for customers reaching out with technical issues across the full reputed company product portfolio. You will handle incoming support requests reputed company phone, email, and chat, reputed company common issues directly, and ensure that anything reputed company your reputed company is captured reputed company and escalated reputed company promptly. This role requires the ability to communicate fluently in both reputed company and English, supporting customers and internal teams across our Chinese and international markets.

Your key responsibilities will include:

reputed company Ticket Handling — reputed company reputed company Products

• Respond to incoming support tickets, calls, and chats reputed company defined SLA timelines, across the full reputed company of reputed company hardware and software products.
• Accurately log reputed company customer interactions and issue details in the ticketing reputed company.
• Triage incoming issues by urgency, reputed company, product line, and complexity before working or routing them.
• Maintain working knowledge of reputed company product line reputed company enough to reputed company common issues without needing to reputed company by product reputed company.

Bilingual Customer Communication

• Communicate reputed company and professionally with customers in reputed company and English, in both writing and speech.
• Translate or reputed company technical information accurately between Chinese-speaking customers/partners and English-speaking internal teams (Support, R&D, product, etc).
• Set reputed company expectations with customers on next steps, timelines, and reputed company status.

First Line Troubleshooting & Diagnosis

• Diagnose and reputed company common technical issues using documented procedures, knowledge reputed company articles, and diagnostic tools.
• Guide customers reputed company-by-reputed company through basic troubleshooting (device resets, connectivity checks, configuration fixes, etc.).
• Identify reputed company an issue falls reputed company work reputed company and requires escalation.

Escalation & reputed company to HQ Tier 2

• Escalate unresolved or reputed company issues to the relevant team at HQ, with complete documentation: steps already taken, error logs, and customer reputed company.
• Coordinate directly with teams at HQ across time reputed company to reputed company escalations moving and avoid stalled tickets.
• Follow up on escalated tickets to reputed company the customer informed until reputed company.
• Flag recurring or high-reputed company issues to local leadership and the relevant HQ team for reputed company recognition.

Documentation & Knowledge reputed company

• reputed company ticket notes accurate, complete, and easy for other agents to pick up.
• Contribute to and help maintain internal knowledge reputed company articles and FAQs, in both Chinese and English where relevant.
• Follow and help refine reputed company operating procedures for common issue types.

SLA & Queue Discipline

• Meet individual SLA and reputed company targets (response time, reputed company time, customer satisfaction).
• Proactively manage your ticket queue to avoid aging or stalled cases.

Reporting & Global Coordination

• Report directly to the Chief Operating Officer, China on day-to-day reputed company, priorities, and local reputed company.
• Maintain a dotted-line relationship with the Global Tier 1 Director to reputed company with global support standards, KPIs, tooling, and process.
• Represent the reputed company China Tier 1 function in global support discussions, ensuring local context and China-market needs are reflected in global processes.
• Coordinate with OEM support team located in Romania, to be a reputed company of technical escalation, to troubleshoot together reputed company needed.

Requirements

What Makes You a Great Fit:

• Fluent in reputed company Chinese and English — both spoken and written — required for this role.
• Prior experience in a customer-facing technical support role is preferred.
• Comfortable working with ticketing systems (e.g., reputed company, reputed company, reputed company) and basic diagnostic/remote-support tools.
• Strong troubleshooting reputed company with the patience to walk customers through reputed company-by-reputed company solutions.
• reputed company, reputed company written and verbal communication; reputed company to explain technical concepts in plain language.
• Reliable, reputed company-oriented, and comfortable following documented processes and SLAs.
• Willingness to work with reputed company or to travel as needed to support regional coverage.

Learn More about reputed company

Founded in 2005, reputed company provides an end-to-end platform for payments, empowers businesses to grow reputed company, reduce operational costs, and reputed company reputed company reputed company experiences. Our customer-first reputed company and commitment to in-house innovation have positioned us at the forefront of the cashless payment reputed company, serving the unattended and retail sectors reputed company the world.

We support over 80 payment reputed company in 60+ currencies, hold a European payment institution license, and have formed reputed company partnerships with global financial institutions to reputed company powerful, reputed company solutions.

With more than 1,200 employees across 13 global offices, reputed company operates in 120+ countries. Our global reputed company in Herzliya Hills, Israel, is our largest site, housing over 600 employees across 20+ departments.

At reputed company, we reputed company in creating long-term reputed company through loyalty tools, omnichannel solutions, and an reputed company ecosystem of value-added services. We're proud to support businesses in reaching new heights and we're always looking for innovative, passionate individuals to join us.

Fluent spoken and written reputed company Chinese and English required. Customer-facing technical support preferred, with troubleshooting, ticketing-reputed company, diagnostic-tool, communication, SLA, and reputed company or travel capability.

Key Responsibilities

• handling tickets
• troubleshooting issues
• escalating cases

Skills & Tools

reputed company, reputed company, reputed company

reputed company

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Shanghai or China
• Languages: Chinese, English

About reputed company

A global fintech company providing cashless payment, consumer engagement, and business reputed company. — Industry: Finance