Job ref no.: CT3124455-01#6108

Technical Services Engineer/Customer Service Engineer (up to 30k)

Andrew Found Limited

Benefits
  • 5-day week

Our client develops and sells network cameras for many applications. They o ffers solutions based on sight, sound and analytics to improve security and optimize business performance.

 

Role:

  • Provides complete and efficient after sales support, and to a varying degree pre-sales support for Partners, Distributors, Re-sellers, and End Users over telephone, via a Web portal system (support tickets in writing), and via chat.
  • Works through a case driven system, has the final responsibility towards the customer for concluding and closing the cases, maintain a good dialogue with the customer throughout the resolution of a support case.
  • Attends relevant training and be attentive to technical information beneficial for the work. 
  • Contribute in pro-active activities such as writing FAQs.
  • Act according to guidelines and core values, and encourage others to do the same; Nurture a mindset of “customer perspective” and “quality of communication and troubleshooting”.

Responsibilities 

  • Provide advanced phone, Web portal system, and Chat support to end-users, resellers/partners, and distributors.
  • Work with a case driven system where you have the final responsibility towards the customer for concluding and closing your cases.
  • At a professional communication level, maintaining a good dialogue with the customer throughout the resolution of a support case.
  • Assist primarily the sales office in your region, with both after sales and pre-sales support.
  • Build technical knowledge and contribute to developing the support function within the team.
  • Authorize warranty exchange (RMA) and handle day-to-day issues with the RMA partner for the region.
  • Take part in team training initiatives
  • Meet or exceed quarterly statistical goals

 

Requirements:

  • Solid computer and network knowledge 
  • Large technical interest 
  • Detailed problem solving/troubleshooting 
  • Customer service/Technical support experience 
  • Knowledge on TCP/IP Network, f amiliar with Switches, routers, Network Camera and NVR 
  • Professional and friendly phone etiquette and communication skill 
  • Very good communication skills in English,  Fluent in Mandarin and Cantonese
  • Written skill on both Traditional and Simplified Chinese 
  • Preferably,  working experience in international companies

 

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More job information
Job ref no. CT3124455-01#6108
Salary
Job Function
Industry
Location
  • Kowloon Bay
Employment Term
  • Permanent
  • Full-time
Career Level
  • Entry level
Education
  • Degree