Job Description:

Support users by providing technical product support to enhance their overall product and service experience; through strong product and application knowledge assist users with technical queries enabling them to successfully configure, manage and complete their project.

Location : Hong Kong

Essential Duties and Responsibilities:

• Respond to user inquires through various communication channels including phone, email, chat, etc. regarding how to use the product and tool features to accomplish their specific tasks or milestones.May assist users in the setup and configuration of tools and features within Merrill’s technology products.
• Using product knowledge, this role will provide support to our users who are experiencing simple or more complex issues with our products; troubleshoot and directly answer user questions to resolve the issues they are experiencing, and route issues that the Project Manager is unable to resolve to the appropriate person or team for timely user resolution.
• Provide educational tutorials and support on the platform’s capabilities and functionality to users; Build positive relationships while being proactive in anticipating client needs.
• Develop knowledge of industry and clients’ use cases, in order to more fully understand background of support questions.
• Capture client product support requests through internal workflow tools to ensure excellent user experience and support business metrics and reporting.

Education and Experience:

• Strong technical aptitude and learning ability.
• 2-5 years previous experience in a client service or operational support environment.
• Demonstrated knowledge of functional area.
• Superior communication skills, especially in explaining technical terms in a way that non-technical individuals can understand.
• High degree of independent problem solving and troubleshooting skills.
• Ability to work well in a team collaboration environment.
• Excellent organizational skills and attention to detail.
• Native Japanese and business level English are a must. Mandarin is a plus.

12 months salary. Holiday 15 days per year. Working hour 9-6pm HKT