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.

• High school degree or higher degree;
• 2+ years working in a help desk related technical or support role, preferably with a technology reseller / vendor or systems integrator;
• Outstanding communication (written and verbal) and interpersonal abilities, with the ability to clearly communicate with technical and non-technical persons;
• Clearly able to communicate over a phone;
• Genuine desire to provide excellent Customer service;
• Working knowledge of issue management tools (e.g., Redmine, Jira or Mantis);
• strong organizational and multi-tasking skills;
• Ability to be calm under pressure;
• Ability to multi-task and prioritize;
• Fluency in English and Chinese is a must.