Technical Support Specialist

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia TikTok Full time

We are seeking a Technical Support Specialist to join our Global Live Streaming Team. As a key member of our team, you will be responsible for managing day-to-day operations, providing first-hand support to internal escalations, and working with internal Quality Monitoring and Training teams to train new hires through intensive coaching and mentoring.

The ideal candidate will have a minimum of 2 years of experience managing teams and 5+ direct reports in the Customer Service field, as well as proficiency in Chinese/Taiwanese. They will also have experience building, managing, and influencing relationships with internal stakeholders, using data to generate insights, and solving complex problems.

Key responsibilities of this role include enhancing agent technical expertise, delivering timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements. The successful candidate will also contribute to special projects that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.



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