Job description:
Provide Level 1 support to end users to resolve incidents and diagnose underlying
problems using remote connection toolset and implement corrective actions. Handles calls within product/client phone queues as directed. Performs required troubleshooting on all calls, and escalates, as necessary, any calls
outside agent’s established technical knowledge boundaries. Escalates complex problems to the Remote Support Engineering staff or Field
Engineering. Ensures customer satisfaction on all completed calls, or verifies that customer has
alternative plan for problem resolution. Effectively communicate with members of management and technology support
teams.
Informs supervisors of any work conflicts, dissatisfied customers, or
hardware/software malfunctions. To work in a shift pattern and be flexible. Key qualifications：
Good command of oral Cantonese, capable to read and write English
Have good IT knowledge & background (OS, Application software, Networks & IT
infrastructure)
Good in trouble shooting application problems
Good communication skills and customer services oriented