Cloud Technical Support Engineer, BytePlus Global Operations Singapore Regular

Location:

Team: Global Operations

Employment Type: Regular

Job Code: A

• Provide technical support for BytePlus cloud products to global customers. Acknowledge and resolve issues through ticketing systems, emails, IM channels, delivering efficient and professional service experiences.
• Perform rapid analysis and timely resolution of complex technical problems. Collaborate with technical experts or R&D teams to ensure efficient problem resolution. Maintain responsibility for customer satisfaction, service quality and key performance indicators, including response time, resolution time, resolution rate, and issue closure rate.
• Identify urgent and critical issues, assess complaints, and prioritize or escalating them to minimize resolution time and mitigate risks.
• Collect, synthesize, and summarize customer feedback to drive continuous product optimization....