Customer Support

• Provide expert-level support to clients, resolving complex issues and escalations that require in-depth knowledge of our products and services.
• Own resolution of mainly but not only 2nd Line queries by taking tickets within the agreed first response timescales, work with other team members to see the tickets completed within the agreed SLA’s.
• Develop a deep understanding of our products/services to provide accurate and insightful information to clients and colleagues, as well as end to end training to the users of the platform.
• Acquire a comprehensive understanding of the due diligence landscape, enabling you to gain insights into clients' perspectives and their objectives in relation to their roles and responsibilities.
• Act as a mentor to junior support specialists, providing guidance, training, and support to help them excel in their roles.
• Identify areas for process improvement within the client support department and collaborate with the team to implement changes that enhance efficiency and effectiveness.
• Act as a point of contact for escalated client concerns, using your advanced skills to address and resolve issues to the client's satisfaction.
• Develop training materials and provide ongoing training to support specialists, ensuring they stay current with product updates and best practices.
• Analyze client support data and trends to identify opportunities for service improvement and product development and work closely with the relevant teams (Product, AMs, CSMs, etc.).
• Collaborate with other departments, such as product development and sales, to communicate client feedback and contribute to product improvements.
• Set a high standard for client support excellence and serve as a role model for the support team.
• Fulfilling the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business.

Senior Client Support Specialist

Customer Service Representative

Customer Service Representative

Customer Service, Cantonese Speaking