Technical Support Officer

4 weeks ago

Hong Kong, Hong Kong SAR China TD SYNNEX Full time

Responsibilities:

  • Provide after-sales services to both end-users and resellers, including DOA, RMA and hardware in-warranty maintenance.

  • Inspect, diagnose, troubleshoot, repair, and repackage goods collected from customers.

  • Coordinate with other teams and various vendors to handle daily DOA and RMA claims, ensuring that tasks are completed within the designated deadline.

  • Provide hotline technical assistance and handle customer service inquiries.

  • Install and configure services as per the approved implementation plan.

  • Carry out technology, professional and maintenance support services as per scope within the stipulated duration/ timeline.

  • Provide support for installed services, including hardware break-fix and troubleshooting of hardware and software issues.

  • Provide outstanding quality of service and meet predefined customer service level agreement (SLAs).

  • Undergo technical trainings and obtain technical certifications that are required to meet suppliers’ mandatory technical requirements.

  • Conduct knowledge transfer training (where required).

  • May help to coach the junior CS for service delivery.

  • Performs other related duties as assigned.

Knowledge, Skills, and Experience:

  • Relevant work experience in the IT-related industry or customer service is preferred.

  • Diploma or higher in computer science or equivalent.

  • Basic knowledge of hardware/ software technical support.

  • Customer-centric mindset, effective communication skills, and the ability to work independently.

  • Willingness to learn new technologies and skills.

What’s In It For You?

  • Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
  • Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
  • Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
  • Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
  • Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
  • Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

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