This role is primarily a technical role within the newly created Premium Technical Support team based in
This activity will also include, working on customer escalations with support from a Level 2 Engineer and Resolution Manager as needed. In this role you will receive continuous technical development and training as part of an expanding team.
Assists customers and field engineers by diagnosing problems and providing resolutions for technical or service related issues
Troubleshooting to identify hardware or software products that are defective.
Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues.
Provides input on recurring customer problems and shares that information with other technical team members when relevant.
Working with the Resolution Team monitors and tracks issues to ensure accurate resolution.
Monitors own open case workload and drives to closure.
Working Knowledge on Windows Operating Systems and MS Products
Proven ability to troubleshoot Client solutions
Fluent in Cantonese, English and Mandarin
Effective communication skills at all levels - written and verbal
Superior customer service skills
Proven ability to learn new and complex technology
Able to prioritise in a fast paced, dynamic work environment
Able to problem solve and think laterally
Willing to work on a shift hour
Level of Skill 1-5, (5) being the highest
Technical Knowledge on Client (Desktop, Notebook & Tablets) 5
Structured Troubleshooting Techniques - 5
Good ability to communicate ideas, sound knowledge of MS Products 4
Strong Services Industry and ITIL acumen 3