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Specialist, Tools & Technology (Mandarin Speaker)
Kuala Lumpur, Malaysia
Who We Are:
At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.
OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.
Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.
OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.
What You'll Be Doing:
- Responsible for technical support in the customer service center to improve service quality and efficiency, including optimization, maintenance, testing, and management of systems such as phone, email, and online chat tools.
- Prepare Business Requirements Document (BRD) for optimization requirements and coordinate across departments to ensure smooth progress of deliverables.
- Troubleshoot technical issues encountered by customer service team while using products or services.
- Conduct product analysis, research and evaluate new technologies to determine their suitability for use in the customer service center.
- Perform system maintenance and monitoring to ensure proper operation.
- Regularly observe customer service roles to gather feedback and satisfaction levels regarding newly launched or existing features.
What We Look For in You:
- Has minimum 1.5 years of technical support experience, with a preference for candidates who have worked in a customer service center environment.
- Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts.
- Familiar with the use and management of customer service tools such as phone systems, email systems, and online chat tools.
- Proactive in handling tasks, communicating with internal teams and stakeholders, and identifying optimization opportunities for customer service tools.
- Strong problem-solving skills with the ability to handle technical issues quickly and effectively.
- With good stress tolerance and adaptability.
Benefits & Perks:
- Competitive remuneration package
- Meal allowance up to RM 500/ month
- Unlimited transport allowance (T&C apply)
- Monthly team building
- RM 3,500 training & wellness benefits per annum
- Yearly bonus
- Convenient workplace (5 minutes walk from MRT TRX)
- Insurance coverage for employees & dependants
- Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
- Employee engagement, recognition and appreciation program
- Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations
#LI-Onsite #LI-JC3
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