993 - 1158 SGD
communication skills | listening skills | problem solving | customer services
The Level-1 Technical Support team is responsible for providing first line support to company’s clients. The team is the initial point of contact for all incidents and requests that come through via chat, email or phone.
We are looking for Mandarin speaking Level-1 Technical Support Agents, which will be part of the Level-1 team in Malaysia. This is an entry position, reporting to the Head of the Level-1 team. The team member will be responsible for assisting clients, providing support and basic troubleshooting based on the information available on our Help Centre.
- Handle incoming client requests via chat, email and phone for PrimeXM products and applications
- Create a positive customer support experience, by handling requests in a timely manner while maintaining a professional attitude
- Resolve or escalate any issues reported by clients, highlighted by monitoring system alerts or discovered during checks, in a quick and efficient manner
- Follow the processes and procedures of the Level-1 department
- Maintain a solid understanding of company’s offering and forthcoming releases
- Ideally fluent in English with Mandarin as well
- Ability to communicate efficiently with clients, maintaining a positive and professional attitude
- Excellent listening skills
- Excellent problem solving skills
- Ability to grasp technical and financial concepts quickly, based on the available training material
- Able to work under pressure and handle emergency situations effectively
- Flexibility to work on a rotating shift schedule
- Analytical thinking and attention to deal
- Results driven and self-motivated
Services - Other
OVERVIEWTruescale Sdn Bhd. (PrimeXM) is a leading Fintech provider focusing on providing cutting-edge liquidity aggregation, order routing and execution, ultra-low-latency connectivity, institutional grade hosting solutions and MT4/MT5 Bridging and White Label solutions.
Connecting financial institutions to global markets through cutting-edge innovations
We are friendly, prompt and knowledgeable.