Service Desk Engineer (Mandarin, Cantonese & English Speaker)
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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.