Location: Taipei, Taiwan

Work Shifts: Rotating shifts — Morning (07:00–16:00), Evening (14:00–23:00), Night (22:30–07:30), including weekends

Job Description:

We are seeking a dedicated Technical Service Specialist to join our support team and assist clients with technical inquiries related to our products and services. This role is responsible for handling client issues from start to finish, ensuring timely resolution and excellent service delivery. You will also be actively involved in monitoring IT systems and escalating any incidents or abnormalities to the appropriate internal teams.

This position is ideal for someone who enjoys problem-solving, values teamwork, and strives to create a seamless support experience for clients.

Job Responsibilities:

Client Support

• Serve as the first point of contact for technical inquiries via email and instant messaging.
• Take end-to-end ownership of client issues, from initial troubleshooting to resolution and closure.
• Respond promptly and professionally to client inquiries, concerns, and service requests.
• Escalate unresolved issues to appropriate internal teams (e.g., Tier 1/Tier 2 support).
• Follow up with clients to confirm resolution and maintain clear documentation of all cases.
• Ensure timely and efficient handling of open support cases.
• Operate in a 24/7 support environment under general supervision.

System Monitoring & Escalation

• Monitor systems, services, and operational activity, escalating incidents as needed.
• Proactively assess system performance and respond to any issues with effective solutions.
• Keep stakeholders informed during high-priority incidents.
• Act as the first escalation point for both clients and internal teams.

The Successful Candidate:

• Strong communication skills in both Mandarin and English (listening, speaking, reading, and writing).
• At least 2 years of experience in a Technical Support, Customer Service, or similar role.
• Service-oriented attitude with a genuine interest in helping users.
• Basic knowledge of network infrastructure, IT monitoring tools, and service management practices.
• Fast learner with an interest in new technologies.
• Team player with a proactive approach and solid problem-solving skills.

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.