Key Responsibilities:Monitor and manage support mailboxes and user requests.Log, track and manage support tickets to ensure SLA compliance.Triage incidents and escalate complex issues to the L2/AMS team.Coordinate with technical teams to ensure timely issue resolution.Communicate with end users on issue status and resolution timelines.Maintain support documentation, runbooks and knowledge base articles.Support recurring governance and compliance activities.Preferred Skills & Experience:IT Helpdesk / Application Support / L1 or L2 Operations experience.Familiarity with one or more of the following platforms:Salesforce CRM / Marketing CloudWorkatoUiPathWorkday (Cumulus)TableauSlackExperience with ITSM tools such as ServiceNow, Jira or equivalent.Good communication and stakeholder management skills
Key Responsibilities:Monitor and manage support mailboxes and user requests.Log, track and manage support tickets to ensure SLA compliance.Triage incidents and escalate complex issues to the L2/AMS team.Coordinate with technical teams to ensure timely issue resolution.Communicate with end users on issue status and resolution timelines.Maintain support documentation, runbooks and knowledge base articles.Support recurring governance and compliance activities.Preferred Skills & Experience:IT Helpdesk / Application Support / L1 or L2 Operations experience.Familiarity with one or more of the following platforms:Salesforce CRM / Marketing CloudWorkatoUiPathWorkday (Cumulus)TableauSlackExperience with ITSM tools such as ServiceNow, Jira or equivalent.Good communication and stakeholder management skills
· Working closely with sales colleagues, establish a communication link and relationship with our customers to understand their current and future technical requirements.
Support network segmentation, firewall rules, wireless access policies, and secure connectivity in line with ICT and information security requirements.
Build proactive and reactive capabilities by identifying recurring risks, developing reusable diagnostics and automation, and turning customer insights into actionable feedback and improvements for Support, Product, and Engineering.
1、Client Technical Support & Problem Solving: Serve as the primary technical contact for key regional and global merchants. Independently investigate, troubleshoot, and resolve complex API/H5 integration issues, transaction failures, and business queries.