Leading network service solutions provider

• 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
• 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

• Good telephone manner - polite and courteous, maintaining good working relationships with clients, vendors and team members.
• Service orientated with that 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