Global Support Specialist
PRIMARY OBJECTIVE: To provide high-quality, efficient technical and operational support to global clients, partners, and internal teams across multiple regions. This role ensures timely resolution of inquiries, troubleshoots issues related to [e.g., product usage, service access, account management], and maintains strong cross-cultural communication to uphold customer satisfaction and brand reputation on a global scale.
DUTIES/RESPONSIBILITIES:
Client & Account Support
- Create and amend beneficiary details accurately.
- Manage deposit creation, payment scheduling, and transaction screening.
- Handle electronic ID verification and company report extraction.
- Support account onboarding processes, including box creation and filing.
Compliance & Risk Management
- Process OCDD (Ongoing Customer Due Diligence) cases for low-risk clients.
- Ensure compliance with all internal policies, procedures, and regulatory requirements.
Operational Excellence
- Conduct platform training sessions for clients and internal teams.
- Deliver wallet and transaction screening to maintain operational integrity.
- Execute ad-hoc tasks, special projects, or assignments as directed by management.
Collaboration & Service Delivery
- Act as a point of contact across multiple regions and platforms, providing consistent, reliable, and culturally sensitive support.
- Uphold service quality standards to strengthen customer trust and global brand reputation.
KNOWLEDGE/EXPERIENCE REQUIREMENTS
Education:
- Bachelor's degree from a full-time university (domestic) or a degree from an overseas institution certified by the Center for International Education Exchange (CIEE) of China.
Language Proficiency:
- English: Fluent in both spoken and written English, with the ability to use English as the primary working language (e.g., drafting professional emails, conducting cross-regional meetings, negotiating with international clients).
- Mandarin: Required — must be able to read, write, and speak Mandarin proficiently.
Experience:
- Minimum 1 year of experience in customer support, technical support, or a related field (experience in global/International teams is preferred).
- Overseas study or work experience is highly preferred, with familiarity in cross-cultural communication norms.
Technical & Soft Skills:
- Basic understanding of FX, SaaS products, IT systems, or industry-specific tools is an advantage.
- Strong problem-solving skills, with the ability to analyse issues logically and propose effective solutions.
- Excellent communication and interpersonal skills, capable of building trust with clients and collaborating with remote teams.
- Ability to work under pressure, manage multiple tasks simultaneously, and adapt to changing global support demands (e.g., adjusting to different time zones for urgent cases)
