Technical Support Specialist

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Unity Partners Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Unity Partners. In this role, you will be responsible for providing exceptional support to internal staff, resolving IT-related issues, and escalating complex problems to senior technicians.

About the Role
  • You will serve as the primary point of contact for internal staff, offering assistance through various communication channels, including phone calls, emails, live chat, and self-service tickets.
  • Provide 1st line support by troubleshooting IT-related problems, utilizing your technical expertise and analytical skills to resolve issues efficiently.
  • Elevate unresolved issues/requests to the appropriate helpdesk (L2/L3 support), ensuring seamless issue escalation and resolution.
  • Take ownership of user problems, tracking their status, and communicating updates promptly, maintaining transparency and trust with stakeholders.
Responsibilities
  • Document all actions and information in the ticketing system promptly, adhering to company standards and best practices.
  • Uphold a high level of customer service for all support queries, providing timely and effective solutions that meet or exceed customer expectations.
  • Maintain a knowledge database to ensure information accuracy, enhancing the overall quality of support services offered to internal staff.
  • Define and enhance processes and workflows, continuously improving the efficiency and effectiveness of technical support operations.
  • Manage projects, documentation, or tasks assigned by the manager, demonstrating proactive ownership and adaptability.
Requirements
  • Fluent in English, with excellent communication skills and telephone etiquette.
  • Strong listening and attentiveness skills, enabling you to understand and address customer concerns effectively.
  • Exceptional organizational abilities, allowing you to prioritize tasks, manage multiple requests, and meet deadlines.
  • A willingness to learn and improve, coupled with a customer-centric approach to support delivery.
  • Prior experience in customer-facing roles or similar environments is advantageous but not mandatory.
What We Offer
  • An estimated salary range of $55,000 - $65,000 per annum, based on location and experience.
  • Ongoing training and professional development opportunities to enhance your technical skills and career prospects.
  • A collaborative and dynamic work environment that fosters innovation, teamwork, and growth.

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