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Technical Support Specialist

7 days ago

Hong Kong Island, Hong Kong SAR China Farben Full time

Farben is seeking a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a critical role in providing exceptional customer service and technical support to our clients.

Responsibilities
  1. We are looking for a detail-oriented Technical Support Engineer to provide timely responses to inquiries, answer business questions, introduce technology and financial products, and solve problems encountered by customers.
  2. The ideal candidate will be responsible for quickly responding to and effectively solving the first escalation point of problems and questions faced in the process of communicating with customers, as well as processing second-level escalation points of customer complaints, deeply analyzing the reasons for complaints, and proposing targeted solutions.
  3. You will regularly collect customer feedback, deeply explore the real feelings of customers, understand customer experience, and provide a comprehensive perspective for service quality evaluation.
  4. We require an individual who can accept customer complaints, investigate the causes of problems, coordinate internal resources to solve problems, and feedback the results of the processing to customers.
  5. The successful candidate will prepare various reports and indicators, analyze available data, and provide decision support for management.
Qualifications
  • A Bachelor degree or above, with more than 5 years of experience in bank or finance customer service is required.
  • The ideal candidate should hold computer and technology knowledge, able to provide technical services to customers, and understand technology finance/Internet financial products.
  • More than 3 years of experience in large-scale customer service, risk control experience, computer operation and maintenance, and other technical related experience is preferred.
  • Customer-centricity, excellent customer service, active listening, good oral and written communication skills, and the ability to adapt to different personality types are essential.
  • Previous work experience in KYC and anti-money laundering review, understanding relevant regulations, and effective prevention of financial risks are highly valued.
  • Fluency in English and Cantonese as working languages is required.
  • Experience as a team leader or other management experience is desirable.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Finance, Information Technology, and Customer Service

Industries

Banking, Financial Services, and IT Services and IT Consulting