Role:

Helpdesk / Customer Support as the initial support level, is responsible for basic Customer issues. He/she is responsible for advising and orienting the Customer, and for ensuring escalation of more complex issues for resolutions, while maintaining Customer’s trust, and presenting a positive, dynamic and supportive image of the Group.

Duties:

®    Liaises with Customers and users for “how-to” issues (use of the Group’s solutions and applications) and for possible bugs;

®    Uses the Group’s knowledge base to support Customers;

®    Highlights missing or unclear parts in the Group’s knowledge base and escalates to the Customer Success team;

®    Creates issues in the ticketing tool for resolution, in strict respect of the Service Level Agreements;

®    Escalates complex Customer issues to the Customer Success team or the Development team;

®    Creates and maintains Scorecards for Customer Success (to be put on Confluence every Friday Follow Up on the Customer Success Scorecard;

®    Prepares Daily Report of Customer inquiries;

®    Support Admin & Sales.

Skills & Requirements:

üHigh school degree or higher degree;

ü2+ years working in a help desk related technical or support role, preferably with a technology reseller / vendor or systems integrator;

üOutstanding communication (written and verbal) and interpersonal abilities, with the ability to clearly communicate with technical and non-technical persons;

üClearly able to communicate over a phone;

üGenuine desire to provide excellent Customer service;

üWorking knowledge of issue management tools (e.g., Redmine, Jira or Mantis);

üstrong organizational and multi-tasking skills;

üAbility to be calm under pressure;

üAbility to multi-task and prioritize;

üFluency in English and Chinese is a must.