Technical Support Executive (Hong Kong based Customers)

Technical Support Executive (Hong Kong based Customers)

Are you ready to launch your career in the dynamic field of IT technical support/service desk? Strateq Group is looking for dedicated and enthusiastic individuals to join our team as Technical Support Executives. If you're passionate about technology, eager to learn, and committed to providing excellent customer service, this could be the perfect opportunity for you. Key Responsibilities

1. Provide 24*7 technical support and assistance to end-users at any hour of the day or night, ensuring their issues within the Retail Automation Solution (Hardware, Software, Network and reporting-related issues) are addressed and rectified promptly.
2. Troubleshoot and resolve customer's problems within the Retail Automation Solution through phone, email, chat within the company's ticketing system, and remote assistance tools.
3. Answer the call and record detailed information about reported incidents or service requests in the company's ticketing system. Manage these incoming requests and prioritize them based on urgency and impact.
4. Proactively monitor all crucial dashboards for alerts and escalate them to the relevant parties by following established escalation procedures, or if required, initiate responses according to established Standard Operating Procedures (SOP) of the respective account.
5. Assist with software installation, update, or upgrade remotely whenever necessary.
6. Ensure that all support activities are in line with SLAs and response time commitments.
7. Any other duties as instructed by the Reporting Officer or HOD.

Requirements

1. Minimum Diploma/Advanced Diploma/Degree or higher in any IT-related field.
2. Communicate clearly and effectively, both verbally and in writing, with customers, reporting officers, other authorized third parties, stakeholders, etc.
3. Adapt to flexible shifts (Shift rotation), work extended hours, and adjust to changing work schedules due to operational requirements or emergencies.
4. Must possess a good teamwork spirit, positive attitude, good discipline, commit to ongoing learning and development to stay current in the field, and fully comply with the SOP set by the company and management.
5. Proficiency or familiarity with operating system (Windows, Linux, macOS) setup, diagnosis, and basic user operations.
6. Familiarity with helpdesk or ticketing systems for incident tracking and management.
7. Familiarity with diagnosing and rectifying IT-related issues remotely.
8. Required language(s): Fluency in communicating in Cantonese language is required for this role due to mostly supporting customers based in Hong Kong , and English.

Entitlements:

1. Attendance Performance Rewards allowance.
2. Hardship allowance if required to work extended hours.
3. Dental & Optical benefit.
4. Hospitalization & Surgical (H&S) Insurance.
5. Term Life & Personal accident insurance coverage.
6. Clinic Medical Benefit.
7. Entitled for the 13-month’s salary (Contractual Bonus)

Additional information:

1. FRESH GRADUATES are also encouraged to apply. Training will be provided.

How do your skills match this job?

Sign in and update your profile to get insights. Your application will include the following questions:

• Which of the following languages are you fluent in?
• Which of the following statements best describes your right to work in Malaysia?
• Do you have customer service experience?
• Which of the following types of qualifications do you have?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Technical Support Executive?
• Do you have technical support experience?
• How would you rate your Cantonese language skills?

STRATEQ is a leading Technology Enabler providing empowering solutions through smart partnerships. Combining unparalleled domain expertise and comprehensive experience for a broad scope of industries, Strateq focuses on helping its clients to maximize the potential of their IT investment. As an internationally recognized technology provider, Strateq’s business engagement ranges from developing customized ICT solutions in the areas of manufacturing, financial accounting systems, integrated hospitals information systems, Networking, IT infrastructure, Data Centre & Business Continuity Services to Oil & Gas industries. In line with our business expansion, we continuously look for ambitious and motivated individuals who will share our credo and passion and who aspire to go beyond expectations to join our Strateq family and experience our excellence-driven culture. #J-18808-Ljbffr