Based in Hong Kong

Our client is a leading US Voice and Call Center Solution software vendor. 

 

Job Summary:

• Responsible for technical support including computer hardware, operating systems, applications and networks
• Responsible daily helpdesk support services for local and remote customer site
• Perform regular tasks including system health checking and maintenance
• Verify customer site prerequisites, rehearse implementation in a lab staging environment
• Implementation includes setting up the hardware, installation of software and programming
• Assist in SIT/UAT/system rollout, user training and support

Key Accountabilities:

• Receives customer escalations and troubleshoot issues by resolving them with maximum customer satisfaction
• Take full ownership on customer problem and cases, monitor for proper and on time feedback
• Act as the front line technical contact to interact with customers (business partners and direct customers)
• On-site visit (troubleshooting/installation/development) in the region
• Try to resolve the case remotely, if cannot resolve due to complex, urgency, ability escalate to the higher tier team
• Account management periodical meeting and follow up with customers
• Provide rostered off duty standby support for the production system during non-office hour

Requirements

Based in Hong Kong

• BS in Computer Science, Electrical Engineering or related technical degree preferred.
• A minimum of 3 years relevant implementation experience and providing high-level customer support.
• Experience must include working at a various customer sites, not internal IT help-desk background.
• Knowledge/Skills:  Experience in developing applications using MS .Net, ASP, Visual Basic, etc. 
• Knowledge in using MS SQL Server/SQL Skills, SSRS, Crystal Report 
• nowledge of Web technology including Java Script, CSS, HTML, JSP, ASP, .Net, J2EE, etc.
• Must have excellent written and verbal communication skills, including Cantonese, English and Mandarin
• Preferred to have experience in telephony, hardware and databases
• Hardworking, self-learning, proactive and have strong analytical mindset

 

Note: Candidates with Project Manager title or solid 5 yrs+ PM skills will be considered for another Regional Project Manager post.

 

Job keywords/tags:  Voice , Unifiied Communication , Call Center , Contact Center