Product & Customer Support Specialist

**About this role**

We are currently seeking a dedicated Product Support Specialist to become an integral part of our regional team. In this role, you will be a vital member of the Product Support team, which serves our restaurant partners across Taiwan, Singapore, Hong Kong, and Malaysia.

**Responsibilities**
- Maintain close contact with merchants, end-consumers, and internal teams from Taiwan, Hong Kong, Malaysia, and Singapore (with a larger focus on Taiwan) to ensure that they have an optimal experience with the Oddle platform.
- Effectively communicate all technical issues and reports between the Sales and Account Management team and the global Engineering team.
- Consolidate repeated product feedback from merchants, end-consumers, and internal teams, and escalate it to the Team Lead or relevant business units.
- Translate and maintain easy-to-read and educational training materials and product user interfaces in Traditional Chinese.
- Be the communication bridge between the HQ product team and Taiwan team, facilitate bi-weekly meetings, and help to translate/localise materials for the Taiwan team for better comprehension.
- Identify, document, track bugs thoroughly, and provide a consolidated daily update to the Product team.
- Estimate, prioritise, plan, and coordinate testing activities with internal and external users.
- Monitor new product releases and relay relevant information to all stakeholders, both internal and external.
- Acquire in-depth knowledge of how e-commerce operations function.

**Requirements**:

- Degree holders are preferred; diploma holders will be considered.
- A minimum of 3 years of experience in a product support/help desk/technical customer service role is required.
- A strong command of English and Mandarin is necessary to liaise with the HQ and Mandarin-speaking merchants or customers. You should also be able to translate documents from/to Traditional Chinese to/from English.
- A background in customer service, public relations, sales, and/or business operations would be helpful.
- You should have a keen eye for detail, be passionate about helping others, and possess a strong desire to learn with the ability to think and respond on your feet.
- You should be comfortable with and open to exploring various technologies.
- Weekend and public holiday shifts are required.
- Proficiency in MySQL, HTML, CSS, and JavaScript is a bonus.

If you are driven and seeking tremendous growth opportunities, we would love to speak with you soon

*Please note that live chat simulation sessions in both English and traditional Mandarin will be incorporated into the interview rounds to facilitate better assessment.

**職責範圍**
- 以台灣為重心，與新馬港台的商家、消費者以及內部團隊保持密切聯繫、致力於確保他們在Oddle的產品上享受到最順暢愉悅的使用體驗
- 通過實時聊天、E-mail和其他溝通管道協助商家及最終消費者排除關於 Oddle 產品的問題，並細心記錄和跟進與提供解決方案
- 成為業務、客戶經理團隊和總部的工程師們之間的溝通橋樑，匯報技術問題與產品反饋
- 整合來自商家、最終消費者和內部團隊的產品反饋，並將其上報給團隊負責人或相關部門
- 創建、翻譯、維護Oddle的教育訓練素材和產品用戶界面
- 成為HQ產品團隊和台灣團隊之間的溝通橋樑，促進每兩週一次的會議，幫助翻譯產品相關的文件給台灣團隊
- 識別、記錄、跟進bug並報告給產品團隊
- 計劃和協調測試活動 (UAT)
- 跟進新產品的進度與詳情並向相關者傳達相關信息

**職責要求**:

- 至少 13年的產品支持/服務台/技術客戶服務經驗
- 必須擁有流利的中文和英文溝通能力，書寫表達清晰
- 具有良好的客戶服務技巧，能夠耐心且有效地溝通解決問題
- 對飲食科技領域有興趣，願意學習並掌握相關產品知識
- 對細節有敏銳的洞察力和強烈的學習慾望，具有快速思考和反應的能力
- 需要周末/公共假期輪班
- 熟練掌握 mySQL，HTML，CSS 和 JavaScript 者優先

如果您對飲食科技領域充滿熱情，並且擁有良好的客戶服務技能和技術知識，歡迎您加入我們，一同為客戶提供卓越的支援和服務體驗！

*注: 面試含中英線上客服模擬

**Job Types**: Full-time, Permanent

**Benefits**:

- Work from home

Schedule:

- Day shift
- Weekend jobs

Application Question(s):

- Are you able to commit to working on at least one weekend every week?
- Are you able to translate documentations from/to English to/from Traditional Chinese?

**Language**:

- , read and write in Traditional Chinese? (required)