API Customer Service Manager (3 Positions)
API Customer Service Manager(3 positions/ one maanger per shift)
State Date: Immediately
Job Summary:
API Customer Manager to manage and support our partners and clients who use our API integrations. This role requires a blend of technical knowledge, strong communication skills, and a customer-first mindset. You will be responsible for onboarding, supporting, and managing the technical relationships with clients, ensuring seamless integration and ongoing success
Benefits:
- Competitive Salary & Performance Bonuses
- Health Insurance & Social Security (NSSF)
- Paid Annual & Sick Leave
- OT allowance
- Opportunities for career growth and advancement within a dynamic, innovative company.
- A creative, collaborative work environment with exposure to high-profile streaming events.
- Serve as the main point of contact for API clients and IT team during onboarding and post-integration phases.
- Guide clients through the API integration process, helping with setup, testing, and go-live support.
- Coordinate with internal technical teams to resolve API-related issues.
- Monitor and troubleshoot API performance, availability, and data accuracy on behalf of clients.
- Receive, categorize, and track technical support tickets and customer inquiries related to APIs.
- Work closely with product managers, developers, and account managers to relay feedback and propose product improvements
- Ensure client satisfaction by maintaining regular communication, identifying needs, and providing proactive support.
- Track and document client feedback and feature requests, relaying them to the Product team.
- Maintain detailed records of integration documentation, support tickets, and solution tracking.
- Conduct API usage reviews and provide clients with insights, best practices, and optimization tips.
- Manage the ticketing and issue tracking systems (Jira) to ensure service quality and timely resolution
- Proven experience in technical account management, partner support, or API/customer success roles.
- Solid understanding of API technologies(HTTP API, JSON, Websocket ,…)
- Ability to read and interpret API documentation
- Strong communication and problem-solving skills, with the ability to translate technical details into business-friendly language.
- Comfortable working with ticketing systems
- Fluent in English or Chinese is prefer
- Know how to use ChatGPT/Gork and Google Workspace
- Ability to work on a 24/7 rotational shift schedule.
MIS Engineers (4 Positions)
MIS ENGINEERS (4positions for night and afternoon shift)
State Date: Immediately
Job Summary:
We are seeking an experienced and highly motivated MIS Engineers to join our dynamic team managing a 24/7 live streaming studio operation. The ideal candidate will be responsible for ensuring smooth operations, maintaining IT infrastructure, and supporting the studio's digital systems, including broadcasting, data management, and monitoring. This role is crucial to keeping live-streaming operations seamless, ensuring high availability and reliability.
Benefits:
- Competitive Salary & Performance Bonuses
- Health Insurance & Social Security (NSSF)
- Paid Annual & Sick Leave
- OT allowance
- Opportunities for career growth and advancement within a dynamic, innovative company.
- A creative, collaborative work environment with exposure to high-profile streaming events.
- Monitor and maintain live streaming systems, encoders, and data reporting dashboards in real-time.
- Create and maintain operational reports including uptime/downtime, incident logs, and performance analytics.
- Use MIS tools to collect and analyze technical performance data from live streaming platforms, CDN providers, and studio equipment.
- Develop automated reporting solutions for operational KPIs (buffering, latency, uptime, error rates, etc.).
- Ensure data accuracy and availability during live broadcasts.
- Actively participate in incident management, root cause analysis, and performance tuning.
- Collaborate with content teams, video engineers, and NOC (Network Operations Center) teams to ensure uninterrupted services.
- Escalate issues in a timely manner based on standard operating procedures (SOPs).
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in MIS, IT support, or network/system administration, with specific experience in live streaming or broadcast environments preferred.
- Proficiency in server management (Linux/Windows environments).
- Strong knowledge of network infrastructure (TCP/IP, DNS, VPN, etc.).
- Familiarity with video and audio production systems and software (such as vMix) is considered an advantage
- Experience with content delivery networks (CDN)
- Familiarity with cloud computing services (google cloud etc.)
- Ability to work under pressure, especially during live events.
- Strong problem-solving skills with a proactive mindset.
- Ability to work on a 24/7 rotational shift schedule.
API Customer Service Staff (30 Positions)
API CUSTOMER SERVICE STAFF (30 positions/need 10staffs per shifts.)
State Date: Immediately
Job Summary:
API Customer Service Representative to support our partners and clients in integrating and troubleshooting our API services. This role is ideal for someone with strong communication skills and a basic understanding typing skill. You will work closely with the technical and product teams to ensure a smooth customer experience.
Benefits:
- Competitive Salary & Performance Bonuses
- Health Insurance & Social Security (NSSF)
- Paid Annual & Sick Leave
- OT allowance
- Opportunities for career growth and advancement within a dynamic, innovative company.
- A creative, collaborative work environment with exposure to high-profile streaming events.
- Follow up with customers to check if they encounter any issues and resolve problems promptly
- Solve any problems that customers have.
- Provide prompt, accurate, and friendly support to customers via live chat
- Assist users with account-related inquiries, including API integration issues , errors checking…
- Resolve complaints efficiently while maintaining a high level of customer satisfaction.
- Monitor and escalate suspicious or potentially fraudulent activities following internal procedures.
- Document all interactions clearly in the customer support system
- Collaborate with other departments such as technical Support to resolve customer issues.
- Work according to shift schedules, including evenings, weekends, and holidays as required.
- High Diploma/Bachelor Degree in Business Administration, IT, English or Chinese
- Minimum 1–2 years of experience in a customer service or support role.
- Ability to articulate and simplify customer issues and solution, and customer account functions.
- Ability to work in a fast-paced, high-volume environment.
- Strong typing skills with good communicate
- Good at English, Chinese is a plus and knows how to use ChatGPT or Google Workspace.
- Be computer literate especially in API or Web relate topic
- Ability to work on a 24/7 rotational shift schedule.
