Responsibilities:

• Receive and answer incoming calls and emails from clients, vendors and suppliers
• Log all support calls into the ticketing system and then proceed to manage and update the ticket to resolution
• Liaise effectively with engineers, clients and third party vendors to ensure timely resolution of support requests
• Provide the first line of support to clients, simple technical issues should be resolved over the phone or via email, filter and escalate incoming requests as needed
• Work according to our company Service Level Agreements to provide clients the high quality service they are expecting
• To produce reports to clients, management and vendors of a high quality and to deadline
• Data entry/ administration of service contracts, agreements and scheduling and calendars
• Update manufacturer warranty information and renewals

Requirements:

• Languages: Effective communicator proficiency in Cantonese, English and Putonghua
• Writing: Good command of written English
• Academic: Diploma or above in any discipline
• Experience: Minimum 1-2 Years relevant experience in the capacity of Helpdesk, First Line Support, Customer Service, Service Desk Analyst, in IT or Telecommunications industry