Service Desk Engineer (Mandarin, Cantonese & English Speaker)

Key Responsibilities:

• Ensure all calls and emails are handled promptly and within the agreed Service Level Agreement (SLA).

• Classify and prioritize incoming incidents for proper management.
• Track the progress of issue resolutions and provide regular follow-ups on the status of incidents.
• Maintain ownership of support tickets, offering continuous updates to customers regarding outstanding issues.
• Record all relevant information accurately and completely for each customer interaction.
• Escalate incidents to second-level support as per established procedures.
• Monitor and manage alerts from the Network Monitoring Systems, ensuring proactive resolution of issues.
• Complete all customer requests within SLA and manage their expectations effectively.
• Notify Managers in case of any major incidents affecting services.

Requirements:

• Proficiency in English, Mandarin, and Cantonese (both written and spoken) is mandatory.

• Prior experience in customer support, with added value given to candidates with technical support experience, especially in broadband or network-related services.

• Strong organizational skills with the ability to manage multiple tasks and priorities effectively.

• Ability to provide clear and concise updates and explanations to customers regarding technical issues.

• Ability to work collaboratively in a fast-paced environment, with a focus on delivering exceptional customer service.

• Fresh graduates are encouraged to apply.