Enterprise Support Specialist

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction by email and phone, using SQL to extract and interpret data and API documentation to diagnose problems.
• Develop product and platform expertise while collaborating with Engineering, Product, and Operations teams to resolve user issues.
• Optimize and scale support processes using data-driven insights and operational metrics.
• Lead continuous-improvement initiatives focused on Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreement (SLA) compliance.
• Create and refine documentation that enables users to resolve issues through self-service.
• Advocate with Product and Engineering for platform improvements based on user feedback.
• Lead cross-functional projects to identify process inefficiencies and implement long-term solutions.
• Drive innovation in user-support strategies and operational processes.

Requirements

• Business-level proficiency in written and spoken Mandarin.
• 4+ years of experience in a customer-facing product support role focused on technical troubleshooting.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving skills and the ability to drive complex issues to resolution.
• Stakeholder-management experience, including influencing cross-functional teams.
• Project-management experience involving process, workflow, or support-operations optimization.
• Willingness to work occasional weekends and holidays with compensatory time off.

Nice-to-haves

• Strong data-analysis skills and interest in using data to improve decisions and outcomes.
• Ability to explain technical concepts to technical and non-technical stakeholders.
• Comfort working in technical environments and diagnosing highly technical user issues.