Customer Support Officer
1 month ago
Job Overview
Efficy, a leading European Customer Relationship Management (CRM) solution provider, is seeking a talented Cross-functional Support Specialist to join their team in Hong Kong.
This role is an exciting opportunity for an individual to work at the intersection of business and technology, providing top-notch support to customers while contributing to the company's growth and success.
About the Role
The ideal candidate will have a strong background in software support, excellent communication skills, and a proactive approach towards customer requests. As a Cross-functional Support Specialist, you will be responsible for handling direct customer support cases via phone and ticket submission, working closely with colleagues from the support team and R&D, and connecting with sales and account management teams on support cases, incidents, and bugs follow-ups.
You will provide solutions for any support enquiry, diagnose issues, formalize and apply corrective action plans or workarounds, and commit to a resolution date. You will also measure risks of issues raised by customers, help with initial troubleshooting, manage escalations for unsolvable issues, and log all issues accurately into our ticket tracking tool.
Key Responsibilities
- Providing solutions for any support enquiry at Efficy
- Diagnosing issues raised in support enquiries
- Formalizing and applying corrective action plans or workarounds, and committing to a resolution date
- Measuring risks of issues raised by customers, helping out with initial troubleshooting and managing escalations for unsolvable issues
- Regularly providing prompt and accurate feedback to customers hence maintaining customers' satisfaction
- Logging all issues accurately and adequately into our ticket tracking tool
- Prioritising and managing several open issues at one time
- Assisting and supporting the team in various projects, from developing project plans to executing the implementation part and to completion
- Providing general IT support within the office
- Liaising with our headquarters for resolutions to some support tickets and projects
About You
We are looking for someone with a first level 1 support experience in the software industry, strong communication skills, and a proactive approach towards customer requests. You should be comfortable in providing solutions to both technical and non-technical stakeholders and have a broad and strong technical interest, communication and organisational skills.
A competitive salary, benefits package, and opportunities for career advancement make this a great opportunity for anyone looking to take their career to the next level.
Benefits
- Competitive salary: HKD 50,000 - 60,000 per month
- 5-day work week
- Birthday leave
- International environment with great colleagues in Hong Kong and other Efficy countries
- Fresh and bright office in the heart of Central
- Mensual fun-team events
- Private medical insurance, including dental
- Sick leave compensation
- Professional training and development opportunities
How to Apply
If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, please submit your CV as soon as possible. We look forward to hearing from you.
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