Technical Support Specialist

About the Team:
This team is dedicated to risk management and technical support for the global platform, ensuring efficient cross-department operations and optimized user experience. We closely collaborate with various departments, including Engineering, Product Development, Customer Service, Marketing, and Payment Operations, to identify and resolve risk issues while providing technical support and solutions to drive global business growth and innovation.

About the Role:
In this role, you will take on both risk management and technical support responsibilities, analyzing and managing risks in online payments, trading, and promotional activities while providing account opening support and 24/7 technical assistance to various internal departments. You will be a key member of cross-functional teams, helping resolve complex technical issues, ensuring smooth account opening processes, and safeguarding operational security and efficiency. Strong communication skills are essential as you will coordinate with different departments to ensure seamless operations and customer satisfaction.

Job Responsibilities:

• Identify and analyze potential risks in online payments, trading, promotions, and user accounts.
• Respond to account opening and technical support requests from various departments, providing 24/7 support through multiple channels such as email and chat.
• Troubleshoot and resolve technical issues, offering step-by-step guidance and technical assistance, ensuring smooth account opening and account management.
• Review customer transactions, identify fraudulent activities, and implement preventive measures to avoid losses.
• Document interactions with departments, detailing the nature of the issues and the solutions provided.
• Collaborate with internal teams such as Product Development and Engineering to escalate complex issues or provide feedback for product improvement.
• Stay up to date with product updates, new features, and technical specifications to offer the best support to the teams.
• Provide risk analysis reports, monitor key performance indicators (KPIs), and regularly report operational data and risk trends.
• Contribute to the development of support resources, such as knowledge base articles, FAQs, account opening guides, and risk management documentation.
• Investigate fraud cases and refund disputes, proposing appropriate solutions.
• Support multi-channel risk audits and compliance reviews, ensuring that operational processes meet company and industry standards.
  

Qualifications and Requirements:

• At least a diploma or degree in business, finance, or a relevant technical field.
• Familiarity with fraud detection and risk management in banking, finance, or fintech.
• Excellent written and verbal communication skills in both Mandarin and English.
• Prior experience in technical support or customer service, with the ability to quickly learn and adapt to new technology tools.
• Strong multitasking skills, with the ability to prioritize tasks and solve problems in a fast-paced environment.
• Ability to collaborate effectively with cross-department teams, including Product, Engineering, Sales, and others.
• Previous experience with online payments, trading platforms, or account opening processes is preferred.
  

Nice to Have:

• Experience or interest in the fintech industry, with knowledge of how traders, digital asset exchanges, and financial institutions operate.
• Familiarity with forex trading analytical tools or related technical platforms.
• Experience working with international teams across time zones.

Why Join Us?

• Innovative Projects: Work on cutting-edge projects that make a real difference.
• Collaborative Environment: Be part of a team that values collaboration and creativity.
• Professional Growth: Access to ongoing training and development opportunities.
• Dynamic Culture: Enjoy a vibrant and inclusive workplace culture.

Ready to make your mark? Apply now and become an integral part of our innovative and dynamic team!

Sneakpeak at our Benefit & Perks

• Accessible by public transport (5 mins walking distance from LRT Abdullah Hukum)
• Competitive remuneration package (Basic salary + performance based bonus)
• Attractive transportation allowance, gym, dental & optical
• Young, Vibrant, Passionate & Friendly Working Environment.
• Rewarding career development with regional exposure.
• Team building, creation, birthday party, free flow of snacks and drinks