Position Pre-requisites
- Basic technical background.
- Excellent verbal and written communication skills in English and Chinese.
- Able to deal with customers at all levels and in all situations, while portraying a customer focused service attitude at all times. Has the ability to quickly establish rapport with customers.
- Attention to detail, including full ticket documentation and completion.
- Ability to work under pressure.
- Works with a minimum of supervision.
- Highly developed interpersonal skills.
- Is able to assess workload and make recommendations for improvement.
- Help Desk and Remedy experience preferred.
Job Responsibilities
- Meet or exceed customer service levels.
- Be available via phone or mail to the Customers during business hours.
- Use of Helpdesk tools to log/assign/monitor/analyse client calls.
- Manage Hotline phone and mailbox.
- Log every problem (break/fix) and service request. Record sufficient information about every call: first and last name; good short description; detailed documentation for event log.
- Immediately escalate severity one and severity two problems to Site or Team Lead.
- Monitor ownership through the life of a ticket or request.
- Eliminate repeat problem calls.
- Communicate and report call status to the Customer daily.
- Problem and Escalation Management.
