Cake Job Search

【What you will be doing】- 商店方案功能諮詢及續約，提高客戶留存率- 方案報價、訂單處理、處理帳款及商店開通事宜- 既有客戶新產品/服務使用推廣，追加銷售及交差銷售- 透過訊息 / 電話 / 親訪提供客戶 1:1 諮詢服務- 熟悉產品功能及市場應用，協助客戶永續經營- 每月 / 季績效檢討，檢視個人或負責之產品銷售數據表現- 蒐集客戶意見整理回饋，並定期追蹤及記錄客戶使用狀況

【What you will be doing】- 商店方案功能諮詢及續約，提高客戶留存率- 方案報價、訂單處理、處理帳款及商店開通事宜- 既有客戶新產品/服務使用推廣，追加銷售及交差銷售- 透過訊息/電話/親訪提供客戶 1:1 諮詢服務- 熟悉產品功能及市場應用，協助客戶永續經營- 每月/季績效檢討，檢視個人或負責之產品銷售數據表現- 蒐集客戶意見整理回饋，並定期追蹤及記錄客戶使用狀況

嗨！如果你喜歡用同理心安定人心、用專業解決問題，歡迎加入小雞上工客服團隊。讓每一通電話、每一則訊息，變成好的體驗。 【你會做的事】• 全通路服務：熟悉我們的網站與 APP 操作，透過電話、Email、即時對話與社群訊息，處理各種問題與升級案件。 • 客訴與爭議處理：面對重大客訴你不退縮，調查、協調、回覆到結案一條龍，產出根因分析與改善建議，避免同樣狀況再發生。 • 行政事務：刊登內容審核、專案支援。 • 流程優化：找出流程問題，提出優化建議，讓團隊服務更快、更一致。 • 風險與合規：遇到突發狀況能冷靜應對，重視個資保護與內部規範。 從Linkedin上了解我們：https://reurl.cc/89ke0j【工作時間】• 時間：週一到週五 9:00–18:00 • 每月需配合 1–2 天週六或連續假期值班，週日固定休。 【我們在找的你（必備條件）】• 3 年以上客服經驗，且有 1 年以上升級/重大客訴處理，或教育訓練/品管經驗。 • 熟悉電腦與雲端工具（Google Workspace/Office），3C、網路基本觀念清楚。 • 高度同理心與抗壓性，擅長溝通協調與衝突處理，問題解決與執行力強。 • 有流程與規劃腦，能獨立撰寫 SOP/話術並推動落實。 • 時間管理與團隊合作能力佳。 【加分更棒】• 用過 Zendesk、Intercom、Jira…等客服/工單/CRM 系統。 • 了解生成式AI應用在客服的落地做法：提示設計、回覆風格控管、禁止輸出敏感資訊、知識庫/RAG檢索強化。 • 有跨部門專案或產品迭代經驗。【為什麼你會喜歡這裡】• 你的專業被看見：重大案件與指標改善都有你的舞台。 • 影響力真實可見：你提出的流程/產品建議，常常就被採納上線。 • 團隊氛圍暖：遇到難題有人一起解決，成功也一起慶祝。 【 加入小雞上工，我們這樣寵你 】 ＊實質回饋，伴隨你的成長共享成果： 除了勞健保與團保，提供生日、三節禮金、年終績效分紅獎金，期待產品成長能分享給你更多。薪資成長： 只要有持續性的良好表現，一年至少調薪一次，讓你的努力被看見。持續進修： 每年提供 10,000 元 課程書藉、學習進修補助，支持你不斷進化、提升自我。 ＊盡情充電，去看更大的世界環遊世界： 定期國內、外員工旅遊（歐洲、美國、澳洲、日本）並提供旅遊補助，下一站我們一起決定！優於法規的假期： 年資滿三個月即享 7 天特休；週休二日、颱風假、女性生理假、產假及男員工陪產假皆為基本必備。所有的補班日皆不需上班，讓你擁有更完整的休息時間。＊能量補給，照顧你的胃與心美食不間斷： 舒適的工作環境提供免費零食、飲料、每月水果日及節慶下午茶；隨時補充你的戰鬥力。午餐小確幸： 公司提供團膳午餐補助，每餐僅需 30 元，為你省下不少膳食開銷。人生大事都在場： 結婚補助、生育補助通通有，你的人生成長我們也想參與。＊活力生活，工作玩樂都要兼顧健康至上： 提供定期年度免費員工健康檢查，關心你的強大心臟。熱血社團： 籃球、羽球、有氧課...各式運動社團均有補助，並定期舉辦大型運動會比賽。公司文化： 扁平化制度溝通簡單直效。每季舉辦慶生會聚餐，不定期玩桌遊、密室脫逃，工作之餘也要一起瘋！

《關於我們》 我們是一家專注於生成式 AI 客服解決方案的技術新創團隊，致力於協助電子商務、社群平台等企業，自動化處理客服訊息、提升用戶互動體驗。我們自主開發的 AI Agent 產品已被導入多語系、跨平台應用，並與全球多家知名 SaaS 服務建立技術合作夥伴關係。 我們的總部位於台北市中心，具備成熟彈性工作制度，產品線發展穩健，正擴大工程研發團隊規模！ 《工作內容》 負責 AI Agent 核心功能開發、效能優化與架構設計 串接內外部 API 並進行系統整合 解決 LLM 呼叫與 Prompt Debug 過程中的技術挑戰 參與產品測試、自動化評估與性能監控流程 與產品團隊協作，打造穩定可擴展的 AI 產品 《技術環境》 開發語言：Python AI技術：OpenAI API、LLM Tool Call、RAG、向量資料庫 架構相關：Docker、Git Flow、PostgreSQL、SQLite 產品工具整合：Zendesk、內建客服平台 加分項目：有 AI Chatbot 開發經驗或 AWS Lambda 架構應用經驗者佳

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.Who We AreThe Customer Experience team at Logitech is committed to putting customers first in our journey as a multi-category, multi-brand company. We strive to exceed expectations, accelerate continuous improvement, and deliver outstanding self-service experiences through a LEAN approach and relentless customer advocacy. Join us to be part of a dynamic, collaborative environment where your work enables both customer and business success.The OpportunityAs a CX Knowledge Quality Performance Specialist, you will serve as the key quality gatekeeper for both new and existing knowledge base content. You will ensure each article is accurate, consistent, user-focused, and optimized for maximum impact. Working cross-functionally and leveraging both content and analytics best practices, you will raise the standard for self-help resources—driving content quality, supporting its ongoing performance, and ultimately making it easier for customers to help themselves.Your ContributionBe Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the key behaviors for success at Logitech.Content Quality AssuranceConduct in-depth reviews of new and existing knowledge base articles to ensure clarity, accuracy, and alignment with brand tone and guidelines.Establish editorial standards and checklists, apply them for content review, proactively identifying inconsistencies or outdated information.Partner with Product Managers, CX Product Deployment team, subject matter experts, and support agents to obtain missing details or clarifications.Perform scheduled and ad-hoc audits of key content areas, reporting on quality trends and improvement opportunities.Content Performance EnhancementCollaborate with the analytics team to interpret data on article usage, feedback, and contact deflection.Use findings to recommend and implement improvements to article structure, length, language, and discoverability.Support ongoing SEO efforts by ensuring proper use of keywords, metadata, and linking strategies within content.Assess article performance post-optimization, tracking improvements in customer engagement, search visibility, and issue resolution rates.Knowledge Governance Continuous ImprovementMaintain and improve content lifecycle governance processes—archival, updates, version control, and stakeholder notifications.Help enforce workflows for content creation, review, publication, and retirement, ensuring compliance with internal standards.Collect and analyze feedback from customers and internal teams; use those insights to directly enhance content quality and performance.Promote best practices and serve as a champion for quality standards within the broader CX Knowledge team.Cross-Functional Change Management SupportWork closely with Support, Product, and IT teams to ensure content accurately reflects latest product features, policies, and customer pain points.Assist in managing communications for major content updates, migrations, or knowledge base changes.Participate in projects to streamline customer journeys and optimize knowledge base structure and navigation.Tool Process OptimizationUtilize content management and analytics tools (e.g., Zendesk Guide, Google Analytics) to manage, measure, and improve content processes.Stay updated on platform developments and recommend enhancements to editorial or analytical workflows.Key QualificationsExperience: Minimum 2 years in content quality assurance, technical writing, content optimization, or knowledge management—preferably in a customer support setting.Analytical Ability: Skilled at interpreting customer usage data and content performance metrics to make data-driven improvements.Content SEO Knowledge: Solid understanding of editorial standards, search engine optimization (SEO), and CMS best practices.Communication: Exceptional written and verbal communication skills, able to give and receive constructive feedback.Collaboration: Effective at working with cross-functional and distributed teams; strong relationship-builder.Proactivity: Highly organized, detail-oriented, and persistent in driving content improvements.Customer Focus: Deep empathy for self-service users and a passion for removing friction from customer journeys.Experienced AI user, comfortable with adopting and navigating new technologies.PreferredA certification or experience with KCS (Knowledge-Centered Service) is desirable, but not mandatory.EducationBachelor’s degree in Communications, Technical Writing, Information Science, Business, Marketing, or equivalent experience.Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at 1-510-713-4866 for assistance and we will get back to you as soon as possible.

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.Who We AreThe Customer Experience team at Logitech is committed to putting customers first in our journey as a multi-category, multi-brand company. We strive to exceed expectations, accelerate continuous improvement, and deliver outstanding self-service experiences through a LEAN approach and relentless customer advocacy. Join us to be part of a dynamic, collaborative environment where your work enables both customer and business success.The OpportunityAs a CX Knowledge Quality Performance Specialist, you will serve as the key quality gatekeeper for both new and existing knowledge base content. You will ensure each article is accurate, consistent, user-focused, and optimized for maximum impact. Working cross-functionally and leveraging both content and analytics best practices, you will raise the standard for self-help resources—driving content quality, supporting its ongoing performance, and ultimately making it easier for customers to help themselves.Your ContributionBe Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the key behaviors for success at Logitech.Content Quality AssuranceConduct in-depth reviews of new and existing knowledge base articles to ensure clarity, accuracy, and alignment with brand tone and guidelines.Establish editorial standards and checklists, apply them for content review, proactively identifying inconsistencies or outdated information.Partner with Product Managers, CX Product Deployment team, subject matter experts, and support agents to obtain missing details or clarifications.Perform scheduled and ad-hoc audits of key content areas, reporting on quality trends and improvement opportunities.Content Performance EnhancementCollaborate with the analytics team to interpret data on article usage, feedback, and contact deflection.Use findings to recommend and implement improvements to article structure, length, language, and discoverability.Support ongoing SEO efforts by ensuring proper use of keywords, metadata, and linking strategies within content.Assess article performance post-optimization, tracking improvements in customer engagement, search visibility, and issue resolution rates.Knowledge Governance Continuous ImprovementMaintain and improve content lifecycle governance processes—archival, updates, version control, and stakeholder notifications.Help enforce workflows for content creation, review, publication, and retirement, ensuring compliance with internal standards.Collect and analyze feedback from customers and internal teams; use those insights to directly enhance content quality and performance.Promote best practices and serve as a champion for quality standards within the broader CX Knowledge team.Cross-Functional Change Management SupportWork closely with Support, Product, and IT teams to ensure content accurately reflects latest product features, policies, and customer pain points.Assist in managing communications for major content updates, migrations, or knowledge base changes.Participate in projects to streamline customer journeys and optimize knowledge base structure and navigation.Tool Process OptimizationUtilize content management and analytics tools (e.g., Zendesk Guide, Google Analytics) to manage, measure, and improve content processes.Stay updated on platform developments and recommend enhancements to editorial or analytical workflows.Key QualificationsExperience: Minimum 2 years in content quality assurance, technical writing, content optimization, or knowledge management—preferably in a customer support setting.Analytical Ability: Skilled at interpreting customer usage data and content performance metrics to make data-driven improvements.Content SEO Knowledge: Solid understanding of editorial standards, search engine optimization (SEO), and CMS best practices.Communication: Exceptional written and verbal communication skills, able to give and receive constructive feedback.Collaboration: Effective at working with cross-functional and distributed teams; strong relationship-builder.Proactivity: Highly organized, detail-oriented, and persistent in driving content improvements.Customer Focus: Deep empathy for self-service users and a passion for removing friction from customer journeys.Experienced AI user, comfortable with adopting and navigating new technologies.PreferredA certification or experience with KCS (Knowledge-Centered Service) is desirable, but not mandatory.EducationBachelor’s degree in Communications, Technical Writing, Information Science, Business, Marketing, or equivalent experience.Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at 1-510-713-4866 for assistance and we will get back to you as soon as possible.

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.ROLELogitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.About CX:The CX team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company.  We put customers first.  With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach.  We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations. The Team and Role:You will be part of the Delivery and Operations CX pillar. We are responsible for ensuring amazing post sales customer support journeys and advocating for customers by providing field insights to Logitech product groups.The CX  Customer Advocacy Escalation Specialist will oversee and resolve our most sensitive customer interactions—ranging from corporate escalations to specialized inquiries nobody else can handle. Youll indirectly oversee teams to ensure success and handle sensitive requests, such as legal and safety requests, and internal issues. Every day, you’ll find opportunities to improve our processes, reduce escalations, and maintain the quality and hygiene of our most critical customer touchpoints. Your Contribution:Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will:Our Customer Voice and Brazil EscalationsWe have teams handling our first level escalations. Your role with Our Customer Voice and Brazil Escalations is to manage and oversee their quality and hygiene. You are also responsible for finding ways to improve these escalations, by either reducing the volume or making them more efficient. You will also share updates with stakeholders.Internal Corporate EscalationsInternal Corporate Escalations are tickets that get escalated from our call centers. You will handle these inquiries for resolution but to also architect the strategy to reduce the rates and bring efficiency. These inquiries include:Approving exceptional refundsHandling login ID issuesHandling data deletion requestsHandling reseller questionsFacilitating inquiries with legal implications and safety requestsOther inquiries related to privacy or compliance Key Qualifications:For consideration, you must bring the following minimum skills and experiences to our team:Minimum 2-5 years of relevant experience in customer care, CX, or contact center environments, preferably in escalation managementExcellent communication skills (written oral).Excellent computer literacy/typing skills.Outstanding critical thinking skills and decision makingHave a high standard for data privacy and discretion, and preservation of the brand image.Stellar interpersonal skills with cross-department collaboration aptitude, such as with Legal and Privacy teams.Organizational skills (detail-oriented, methodical, able to multitask).Coachable, with a positive outlook.Proactive and self-motivated high performer with a strong service mindset.Must thrive in a fast-paced environment.High energy and enthusiasm with the desire to have fun while completing tasks.Must have a flexible schedule to accommodate multiple time zones.Experience in Zendesk or other Customer Relationship Management platforms.Strong verifiable knowledge of customer care processes and techniques.Proficiency in Google Workspace and collaboration tools.Business analytical tools expertise (e.g., Tableau, PowerBI).Experienced AI user, comfortable with adopting and navigating new technologies.Strong demonstrated business acumen and tactical business judgment.Project Management certification and/or experience. Preferred Qualifications:Empathetic listener and decisive actor—you build trust in every interaction.Calm, resourceful, and organized—even in challenging or fast-paced environments.Collaborative mindset, welcoming input and sharing best practices across teams.Comfortable navigating complex conversations, including those involving sensitive or confidential matters.Motivated by continuous improvement—always looking for ways we can delight our customers and deflect unnecessary escalations.Proactive communicator: you keep stakeholders informed and invite feedback.Respectful challenger—ready to offer bold ideas and question the status quo where needed.Portuguese language proficiency (a plus for Brazil escalations). Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.   Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you! We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location. All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at 1-510-713-4866 for assistance and we will get back to you as soon as possible .#LI-AL1 Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at 1-510-713-4866 for assistance and we will get back to you as soon as possible.

【About SHOPLINE】 SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing commerce. 【What you will be doing】 - Design and apply the protocol to provide excellent onboarding experience for new clients - Maintain growth of assigned clients and develop effective client retention strategies - Manage a team of merchant success staff to deliver quality customer services support - Build up the account management team and sustain solid business relationships with key accounts and with people at all levels - Collect feedback on SHOPLINE’s core product from accounts, while understanding the reasons and use cases of every feedback - Liaise with internal departments on product promotion/marketing activities - Lead and perform ad-hoc projects as assigned by the Management - Answer incoming questions via live chat, email and phone calls, handle customer enquiries - Be a strong advocate for our brand and product, interact and build a community of loyal customers【Who we are looking for】 - Degree Holder or equivalent - At least 3 years of Customer Service/Account Management experiences - Knowledge of e-commerce and startup culture - 100% customer-focused attitude - Self-starter and good team player - Excellent internal/external communication skills - Demonstrate excellent business judgment - Comfortable with uncertainty and situations where there is no “right answer” - Strong ability to think in others’ point of view - Courageous to stand out and speak out for your thoughts - Strong time management and expectation management skills - Fluent in Japanese in verbal and written, and business level Chinese or English is required 【It'd be plus if you have】 - E-commerce marketing experiences - Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel, AdWords, etc - Project and account management skills - Sales skills and mindset - Experience in any customer facing role or at E-commerce platforms is preferred - Adapt to CRM tools i.e. Salesforce, Intercom and Zendesk - Immediate available is preferred

OUR TECH & ROADMAP Proto is driven by its passion to ensure that the conversational AI revolution benefits everyone from all corners of the Earth. To do this, we’re commercializing localized NLP techniques for every task in the customer support domain: livechat, ticketing, translation, chatbot training, upselling, and more. The combined power of the product suite and the NLP engine outperforms singular solutions like Microsoft LUIS or Zendesk in emerging markets.In terms of the product suite, the backend of Proto consists of several python (micro) services communicating through a message queue server. This infrastructure is optimized for clients with 24/7 contact centers thus, testing and high-availability are critical to us. We are hosted on a multi-region AWS infrastructure and rely heavily on Kubernetes and Amazon RDS for PostgreSQL to achieve high levels of stability and performance. The frontend of Proto consists of interfaces with cutting-edge UX principles that blend AI functionality with the tasks of contact center agents.In terms of the NLP engine, Proto’s research team is constantly testing and deploying the latest deep-learning techniques for domain and language-specific phenomena (i.e. slang within the Filipino financial complaints domain). This NLP research and development is always client-driven with immediate deployment into the field and with support from the governments of Canada and the European Union.Proto’s roadmap is focused on proactive chat, churn prediction and increased vertical-integration as the AI Customer Experience industry consolidates. DO YOUR BEST WORK, FROM ANYWHERE As a remote-first company, our top priority is to implement new ways of enabling your maximum productivity, happiness, and contributions to the global team. To accomplish this, we receive incredible support from the Creative Destruction Lab, Next Canada, the National Research Council of Canada, and Enterprise Malta. The company founders are Canadian-Italian and Taiwanese, both with military backgrounds. We have set a cultural tone of high-accountability and high-inclusiveness that is respectful of all the cultures represented in the company. Here are our cultural principles: Gender Equality: We strive to maintain an even gender balance with mission-critical leadership opportunities for women. Multicultural: We align hiring to local market demands with a particular focus on polyglots and SaaS professionals. Age Neutral: We combine the best attributes of every generation with opportunities matched to each member’s technical and lived experience.

About the Company: Founded and based in Singapore, Agridence brings you the future of commodities trading. We are at the forefront of digitalising the agri-commodities supply chain across the globe to create a data-enriched and technology-powered ecosystem. This digital transformation enables deeper analysis of the supply chain to uncover environmental, social and financial risks allowing targeted interventions. At Agridence, we use technology to enable data transparency and strengthen trust. We provide industry intelligence and insights to empower our customers to make smarter decisions. We strive to identify issues and deliver solutions that will redefine how commodities are produced and traded.Please apply directly here:https://agridence-pte-ltd.breezy.hr/p/162a8a0625e7-helpdesk-operations-management-kuala-lumpur-malaysia?state=published Job Summary: The Helpdesk Operations role will be responsible for ensuring smooth operations of technical helpdesk services, handling complex incidents and providing support to the customers. This incumbent is also responsible for delivery exceptional customer service and effectively resolving technical issues. Key Responsibilities: Daily usage of Helpdesk ticketing system (Zendesk), ensuring efficient ticket routing, prioritization, resolution, in line with required service level agreement.Provide customer assistance through a variety of channels – email, webform and webchat. Ensure that the customers’ issues are resolves effectively.Analyse trends, identify root causes of recurring issues, and work with internal teams to develop proactive solutions that minimize future occurrences.Establish, maintain and review key performance indicators (KPIs) to measure team performance, service quality, and customer satisfaction to ensure they are aligned with evolving business needs.Stay up-to-date on emerging technologies and industry best practices in IT support, implementing innovative solutions to improve service delivery.Work with internal teams in helping customers through their onboarding and continuous education of new functions that the Company is offering on the online platform that the Company has built for the customer. Communication and Collaboration: Foster strong communication channels within the Helpdesk team and collaborate effectively with other departments (Product team, Technical team, external client support teams) to ensure seamless technical support across the organization.Act as a liaison between the Helpdesk team and customers, managing expectations and ensuring timely resolution of technical issues.Effectively communicate complex technical information to non-technical audiences, providing clear and concise explanations.Identify Frequently Asked Questions (FAQ) and turning it into resources which would be helpful to customers when they counter any issues. Technical Expertise: Possess a strong understanding of IT service management principlesMaintain a working knowledge of various software and hardware systems commonly used within the organization.Effectively troubleshoot and diagnose technical issues, escalating complex problems to the appropriate teams for resolution. Qualifications and skills About 2-4 years of relevant experience. Those with more years of experience will be considered for Senior Executive role.Excellent analytical and problem-solving skills, with a focus on root cause analysis and proactive solutions.Exceptional communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical audiences in Mandarin (a must to liase with Chinese speaking associates) and English language. Proficiency in Spanish, French, Thai or Malay is desirable but not compulsory.Proficiency in MS Office Suite, and familiarity with Zendesk ticketing system are preferred but not required. This role is to be based in Kuala Lumpur Malaysia and opens to Malaysians or candidates who do not require any sponsorship to work in Malaysia.