Regional Tier 1 Tech Lead

This is a fully remote position, open to applicants in China.

📋 Description

• Act as the primary point of contact for customers experiencing technical difficulties with Nayax’s hardware and software solutions.

• Address support tickets, phone calls, and chat inquiries within established SLA timelines.

• Accurately record customer interactions and issue specifics in the ticketing system.

• Prioritize issues based on urgency, impact, product line, and complexity.

• Resolve common technical problems by utilizing documented procedures, knowledge base resources, and diagnostic tools.

• Assist customers through device resets, connectivity tests, configuration adjustments, and other fundamental troubleshooting steps.

• Communicate effectively with customers in both Mandarin and English, in writing and verbally.

• Translate or convey technical information between Chinese-speaking customers or partners and English-speaking internal teams.

• Set clear expectations regarding next steps, timelines, and the status of resolutions.

• Escalate complex or unresolved issues to the appropriate HQ Tier 2 teams with thorough documentation.

• Collaborate with HQ teams across different time zones and follow up on escalated tickets.

• Identify and report recurring or significant issues to local leadership and HQ teams.

• Ensure accurate ticket documentation and contribute to knowledge base articles and FAQs in both Chinese and English.

• Adhere to and assist in refining standard operating procedures.

• Manage the ticket queue while meeting SLA, quality, response time, resolution time, and customer satisfaction targets.

• Report directly to the Chief Operating Officer, China on daily operations, priorities, and local performance metrics.

• Maintain a dotted-line relationship with the Global Tier 1 Director.

• Represent Nayax China Tier 1 in global support discussions.

• Collaborate with the OEM support team in Romania for technical escalations and troubleshooting.

⛳️ Requirements

• Proficient in both Mandarin Chinese and English, with strong spoken and written skills.

• Previous experience in a customer-facing technical support position is preferred.

• Familiarity with ticketing systems like Zendesk, Salesforce, or Jira is advantageous.

• Basic knowledge of diagnostic and remote-support tools.

• Strong problem-solving abilities and a troubleshooting mindset.

• Patience to guide customers through detailed solutions.

• Clear and professional communication skills, both written and verbal.

• Ability to simplify technical concepts for better understanding.

• Dependable and detail-oriented approach to work.

• Comfort in adhering to documented processes and SLAs.

• Willingness to work flexible hours or travel as necessary to ensure regional support coverage.

🏝️ Benefits

• Flexible hours or travel as necessary to facilitate regional support coverage.

• Opportunity to engage in a diverse and innovative global fintech community.

• Contribute to solutions in cashless payments, consumer engagement, and business management.

• Collaborate globally with teams across different time zones and locations.

• Gain professional exposure to payment technologies, support operations, and in-house innovation.