Online Operations Officer

About the Company

Superb Novas Technology Limited is an IT and Marketing Company with a management team experienced in managing industry-leading companies in emerging markets and with an international background in technology. The company offers comprehensive IT and marketing services including computer programming, software publishing, telecommunications, computer consultancy, data processing, hosting, and information technology services.

Position Overview

We are seeking an Online Operations Officer to become a product service expert and provide essential support to our customer support team. This role is critical in maintaining high-quality customer service and ensuring smooth product operations.

Key Responsibilities

• Provide Level 2 support to the customer support team, assisting with customer queries and inquiries
• Respond to and resolve customer inquiries quickly and effectively through instant messaging systems, ticketing systems, and email
• Conduct analysis and reporting on product performance, including daily and weekly performance reviews
• Accept and share customer feedback with the team in real time to provide users with accurate suggestions
• Monitor customer status in real time, review abnormal patterns, and escalate issues for processing when needed
• Monitor product operation status and report key technical issues for upgrades in a timely manner
• Improve customer service experience and satisfaction through high-quality, proactive customer support

Required Qualifications

• Bachelor's degree in an IT-related field
• Hands-on experience with IT tools such as Slack, Teams, Skype, Excel, ticketing systems, or relevant CRM systems
• Excellent logical and analytical skills
• Ability to work 24-hour shift jobs from Monday to Sunday