Requirements
-Good technical knowledge in supported customer specific Hardware and SW environment
-Knowledge of customer service principles and practices.
-Native Speaker quality in Cantonese and Mandarin (Mandatory).
-English language skills are additionally implied.
-PC literacy, especially usage of Microsoft Office package.
-Willingness to work in shift models, based on customer requirements.
-Industry Knowhow preferred.

Responsibilities
-Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.). If not successful inform customer about next steps.
-If necessary cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing (e. g. Engineer Time of Arrival).
-Ensure high levels of customer satisfaction with individual calls.
-In dedicated cases provide briefing information to appropriate third party provider.