Leading network service solutions provider Job Description Key front line role, being the main communication channel for the Service Team. Main contact point for our clients, vendors and engineers. 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. 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. Job Requirements Good telephone manner - polite and courteous, maintaining good working relationships with clients, vendors and team members. Service orientated with attention to detail, able to follow instruction and seek out information to assist with the resolution of inquiries and support requests. Ideal applicants will have come from a service role or IT background and be technically savvy, a quick learner and able to think on their feet, with a thirst for learning and gaining knowledge and skills. You must be able to work to a high standard and be a key member of the team, managing own workload, liaising with relevant departments, vendors and clients effectively. 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.
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