蚂蚁金服蚂蚁国际-海外大客户技术支持-技术服务经理-全球技术

任职要求

1. 计算机相关专业本科及以上学历；3年以上大中型互联网或IT行业工作经验，具备对客户的直接服务经验，包括但不限于售前实施、售后技术保障以及技术咨询。能够流利使用英语与海外客户进行沟通。
2. 拥有强烈的团队合作意识，积极主动地解决客户问题，并能基于服务过程中的经验积累，反馈并推动产品与研发的优化改进。
3. 有支付、电商等行业工作经验者优先，了解信用卡收单的相关经验者优先，具备相关软件开发经验者优先。
1. Bachelor's degree or higher in a computer-related field; 3 years or more of work experience in medium to large internet or IT industries, with direct customer service experience, including but not limited to pre-sales implementation, post-sales technical support, and te…

工作职责

1. 负责海外收单和支付业务的大客户技术支持（TAM）工作，维护与客户的关系链，处理客户日常技术咨询。具备独立进行技术问题排查与分析的能力，能够提供符合客户需求的技术服务解决方案。
2. 建立客户、业务、产品以及研发的快速响应通道，反馈并推动现有商户门户及内部平台的建设与优化，包括但不限于监控体系和商户画像等。能够提前发现问题或通过类比推理，提升服务的效率与质量，增强客户的满意度。
3. 梳理产品投诉及用户体验问题，进行归纳分析，形成产品与技术改进建议，并推动优化的实施。能够针对特定问题进行专项建设，系统化地解决业务痛点，例如提升支付成功率和缩短支付耗时。
4. 结合大客户支持工作的积累，探索技术服务的商业化创新途径。
1. Responsible for providing technical support (TAM) for KA clients in overseas acquiring and payment business, maintaining relationships with clients, and handling daily technical inquiries. Possess the ability to independently troubleshoot and analyze technical issues, and provide tailored technical solutions.
2. Establish a rapid response channel among clients, business, products, and developer, and provide feedback to promote the construction and optimization of existing merchant portals and internal platforms, including but not limited to monitoring systems and merchant profiles. Capable of proactively identifying issues or using analogy reasoning to enhance the efficiency and quality of services, thereby improving client satisfaction.
3. Compile product complaints and user experience issues, conduct summarization and analysis, generate product and technical improvement suggestions, and drive the implementation of optimizations. Able to undertake specialized initiatives to systematically address business pain points, such as improving payment success rates and reducing payment processing times.
4. Explore innovative commercial avenues for technical services based on the accumulated experience from KA client support work.