Product Support Associate

What you’ll do & how you’ll make your mark.

Troubleshooting, resolving all technical issues related to our software and the range of products and services it provisions
Interacting with clients via. live chat, web-based systems, online forums, and telephone to resolve their problems and gather feedback
Testing & analysis of all products & services
Identifying any bugs/issues in the system and assisting in their resolution
Recording, tracking, and reporting problem activity
Building strategies to improve efficiency, profitability, and quality of service
Reviewing existing product/feature documentation; publish documentation in internal knowledge bases
Abide by our organization's Information security policies and guidelines. Information security is the responsibility of every individual working for the organization and all employees have to follow the organization's Information Security Policies at all times.

Who you are & what you’ll need to succeed.

Fluency in both written and oral English and Cantonese is essential as the role mainly supports Hong Kong customers.
Experience: 0-1 years in Customer Service or similar capacity, preferably on an IT platform
Educational Qualifications: Graduate from any stream. Any Engineering or BSc (IT or Computers) preferred
Must be customer-focused and willing to do whatever it takes to resolve customer issues
Strong customer interaction skills and ability to work in a variety of customer situations
Outstanding written and verbal communication skills
Ability to solve complex problems quickly, inventively, and resourcefully
Good working knowledge of computers and the internet; strong ability to develop new skills
Should be able to provide project foresight in tracking, interpreting, and resolving issues and aiding software implementation
Strong attention to detail
Avid internet user, with a strong inclination towards technology
Highly motivated and energetic team player, with excellent interpersonal skills.
Must be willing to work in rational shifts

Tech Knowledge Required

Networking and DNS basics
Basic knowledge of Linux/Windows Operating Systems.
Basic knowledge of Hardware
Basic knowledge of Softwares
Basic knowledge of Web and Email servers
Configuration and troubleshooting mail clients using IMAP/POP/SMTP
Troubleshooting server-side scripts
Technologies involved (prior knowledge of these would be a plus): ➔ Domain names and domain name registration ➔ Web Hosting ➔ cPanel/Plesk ➔ POP/IMAP/SMT