Client Support Management

• Handle and triage tickets related to incidents, service requests, and change requests via the Freshworks platform.
• Provide technical support for Tookitaki's CaaS and on-premise clients post-implementation, ensuring issues are resolved within SLA timelines.
• Maintain ownership of client issues, ensuring resolutions align with SLAs and meet client expectations.

Collaboration and Escalation

• Collaborate with Tookitakiʼs Product Engineering and Infrastructure teams to escalate unresolved issues, secure workarounds, or deliver fixes for P1P4 tickets.
• Act as a bridge between Services (onboarding team) and Support, ensuring a seamless transition when clients go live.

Technical Expertise and Triage

• Triage technical issues effectively by diagnosing the problem, identifying the root cause, and determining the appropriate resolution path.
• Develop a deep understanding of Tookitaki's product architecture and tech stack AWS, Big Data technologies like Hive, ElasticSearch, Kubernetes, etc).

Client Management and Communication

• Build and maintain strong relationships with clients, demonstrating excellent communication skills and a customer-first approach.
• Clearly explain technical resolutions to non-technical stakeholders, ensuring transparency and trust. 

Continuous Improvement and Documentation

• Maintain thorough documentation of all support tickets, including actions taken and lessons learned, in the Freshworks platform.
• Proactively suggest process improvements to enhance support efficiency and client satisfaction.

Rotational Shifts and Availability

• Participate in rotational shifts and ensure availability during defined upgrade windows (e.g., second and fourth Saturdays) to support both infra-wide updates and tenant-specific changes.
• Ensure 24/7 availability as part of the teamʼs support structure for critical escalations.
  
  

Qualifications & Skills
Technical Expertise
Experience using support ticketing systems like Freshworks or similar platforms.
Familiarity with AWS infrastructure and Big Data technologies Hive,ElasticSearch, Kubernetes, etc).
Basic knowledge of networking concepts and troubleshooting tools is advantageous.

Client Management and Communication
o Fluent in Mandarin (spoken and written); Cantonese proficiency is a plus.
o Exceptional client management skills with the ability to handle escalations calmly and professionally.
o Proven experience in stakeholder communication, with the ability to explain technical solutions to non-technical audiences.
Problem Solving and Adaptability
o Strong analytical and troubleshooting skills with a proactive approach to problem resolution.
o Ability to handle complex and dynamic scenarios effectively, prioritizing tasks based on urgency and impact.

Process Adherence
 Experience
o 2 to 4 years of experience in technical support or a related field, ideally within the financial services, RegTech, or SaaS domains.
o Hands-on experience supporting on-premise and cloud-hosted environments is highly desirable.

Key attributes to success
o Product Mindset: Develop a deep understanding of Tookitakiʼs product capabilities and align support solutions accordingly.
o Technical Curiosity: Eager to learn and stay updated on Tookitakiʼs tech stack and evolving client needs.
o Ownership: Take responsibility for client issues, ensuring seamless resolutions and maintaining client trust.
o Team Collaboration: Work effectively with internal teams Product, Engineering, Infrastructure) to deliver high-quality support.
o Adaptability: Thrive in a fast-paced environment with dynamic challenges and changing priorities.