Cloud Support Professional

5 days ago

Singapore This is an IT support group Full time
About the Position

We are seeking a highly skilled Cloud Support Professional to join our team. As a key member, you will be responsible for providing technical support for BytePlus cloud products to global customers. Your primary goal will be to deliver efficient and professional service experiences through various channels such as ticketing systems, emails, and IM platforms.

You will analyze and resolve complex technical issues in a timely manner, collaborating with experts and R&D teams to ensure optimal problem resolution. Additionally, you will be responsible for maintaining customer satisfaction, service quality, and key performance indicators including response time, resolution time, resolution rate, and issue closure rate.

Your duties will include identifying urgent and critical issues, assessing complaints, and prioritizing or escalating them to minimize resolution time and mitigate risks. You will also collect, synthesize, and summarize customer feedback to drive continuous product optimization. Furthermore, you will follow up on identified requirements and defects, working closely with cross-functional teams to enhance product capabilities and user experience.

In this role, you will have the opportunity to continuously improve support processes and tool systems, delivering internal and external knowledge sharing sessions and technical training. You will contribute to team skill improvement, knowledge base development, and the development of AI-driven support tools.

The ideal candidate will possess a strong understanding of cloud technologies, including compute, networking, storage, containerization technology, CDN, video technology, and large-scale AI models. They should also have extensive troubleshooting or operations experience in several of these domains. A proven customer-centric mindset, professional customer service, and technical communication skills are essential. The ability to work under pressure and complete tasks independently is also crucial.

Key Responsibilities:

• Provide technical support for BytePlus cloud products to global customers
• Analyze and resolve complex technical issues in a timely manner
• Maintain customer satisfaction, service quality, and key performance indicators
• Identify urgent and critical issues, assess complaints, and prioritize or escalate them
• Collect, synthesize, and summarize customer feedback to drive continuous product optimization
• Follow up on identified requirements and defects, working closely with cross-functional teams to enhance product capabilities and user experience

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