Deskripsi Pekerjaan
Easylink is seeking a highly skilled IT Merchant Support Specialist (Mandarin Speaker) to join our fast-growing payment industry team. In this dynamic fintech environment, you will play a crucial role in supporting international integrations, ensuring seamless transactions for our global partners.
As the technical point of contact for merchants, you will troubleshoot complex issues, provide top-tier technical assistance, and drive customer satisfaction. We are looking for a proactive problem-solver who can communicate effectively in Mandarin and English to bridge the gap between our technical solutions and diverse client needs.
Tanggung Jawab
- Provide comprehensive technical support to international merchants via email, chat, and phone in Mandarin.
- Diagnose and troubleshoot API integration issues, payment gateway errors, and system connectivity problems.
- Assist merchants during the onboarding process, ensuring seamless setup of payment terminals and software.
- Monitor system logs and performance metrics to proactively identify and resolve technical anomalies.
- Collaborate closely with the engineering and product teams to escalate bugs and propose technical improvements.
- Create and maintain clear technical documentation and FAQs for internal and external use.
- Manage merchant relationships by ensuring high service levels and technical reliability.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
- Fluent in Mandarin (Native/Business Proficiency) and English communication skills.
- Experience in technical support, IT operations, or the fintech/payment processing industry is a strong plus.
- Strong understanding of REST APIs, web technologies, and Linux environments.
- Excellent problem-solving skills with the ability to think critically under pressure.
- Customer-oriented mindset with a focus on delivering exceptional service experiences.
- Ability to work independently and collaborate effectively within a cross-functional team.