Responsibilities:
• Liaise with in-country carriers, engineers and customers to provide information for fault diagnosis and resolution
• Handover of service requests to local engineers on completion of initial diagnosis to facilitate customer update and resolution.
• Ensuring sufficient detail in call logs for handover to 1st or 2nd line support engineers.
• Monitor call progress to ensure the customer fault is resolved efficiently and the customer is dealt with consistently i.e. handovers to Call Managers should be transparent to the customer
• Monitor client’s network and perform initial diagnosis through remote access
• Liaise with in country carriers and third party vendor to do diagnosis for client’s network
Requirements:
• Diploma holders or higher in IT
• At least 1 year experience in call centre environment
• Possess CCNA is an added advantage
• Familiar with network and desktop technologies
• Possess good communication in CANTONESE/MANDARIN is mandatory
• Able to work in a 24X7 work environment, including weekends and holidays
• Experience in serving Hong Kong/China/Taiwan customers is an added advantage
• Ability to participate as part of a team with high levels of initiative.
• Candidates should be able to work at Kaki Bukit area and be able to start work at short notice
