Technical Support (Mandarin/Cantonese)

Responsibilities

• Mandarin & Cantonese English speaker required to provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.
• Technical Capability: Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Business Awareness: Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Process: Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving: Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems ar...