Technical Support Executive

Who We Are

Headquartered in Singapore with a global footprint, we are a growing and leading education technology company for language learning. We offer a range of immersive curriculums for different proficiency learners from diverse cultural backgrounds, designed and developed by our talents. With a growing team of 1,700 staff members, 4,500 certified teachers, and offices in the U.S., Southeast Asia, and China, we serve learners across 100 countries and regions. This year, we are honored to be named in the GSV EdTech 150, a list of the world s most transformative growth companies in digital learning. We have also closed our Series B and C funding rounds in 2021, with a total of $180 million raised to date. Some of our great partners and backers include Sequoia Capital India, Owl Ventures, Tiger Global, Shunwei Capital, SWC Global & Decent Capital.

What We Do

We aim to open future possibilities in this increasingly interconnected world through authentic language learning. Creating the next wave of digital revolution in learning, advanced technological infrastructure, and innovative solutions that brings language learning to life. Our global team of experts are constantly developing creative approach to design and curate contents of international standards.

Responsibilities:

Provide technical support to our business and employees.

Strict compliance of Standard Operating Procedures and maintain business Service Level Agreements

Troubleshooting application issues and working with internal teams or external vendors to implement a solution.

Troubleshooting a variety of technical issues across different operating systems (macOS, IOS, Windows, and Android), and hardware (Tablet, Laptop, and Mobile Devices).

Build and maintain a regional technical knowledge base.

Be part of a regional team to establish a customer support operation

Open to fresh graduates with IT background, OR 2 to 4 years of experience as a customer technical support engineer or in a similar role.

Possess working knowledge of relevant operating systems, IT devices, and business applications.

Possess excellent problem-solving and critical thinking skills.

Possess efficient troubleshooting abilities.

Ability to utilize root cause analysis to identify problems from symptoms and implement solutions inclusively with the team and cross-functional team.

Excellent team player with effective communication skills, including speaking, writing, and active listening.

Great customer service and interpersonal skills.

Proven ability to work independently with minimal supervision; must be a self-motivated self-starter that can initiate ideas and take ownership of work.

Fluent in spoken and written English and Mandarin Chinese is a must; well versed in other languages will be added advantage.

Able to commit to rotating shifts & on weekends