Technical Support - Tier 2 HK
Technical Support - Tier 2 HK
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
What You Will Do:
- Provide support to meet the specific needs of customers.
- Install and configure integrations.
- Record track and document the help desk problemsolving process through to final resolution.
- Respond promptly to requests and issues.
- Follow incidents through to resolution and provide regular updates to customers.
- Test new functionality and collaborate with the product team on launches.
- Handle customer complaints with empathy and professionalism.
- Work with internal teams to resolve any customer issues.
- Report to the VP of Customer Success to enhance the knowledge base and automate customer support communication.
- Resolve Tier 1 and Tier 2 support tickets escalating to Tier 3 when necessary.
Key Tasks & KPIs:
- Troubleshoot and resolve technical issues.
- Respond to tickets in alignment with SLA guidelines.
- Understand client needs handle support requests and resolve productspecific questions and technical issues.
Required Skills & Qualifications:
- Bachelors Degree in any field from a recognized university or equivalent.
- 5 years of experience in a helpdesk or customer support environment.
- 2 years in a similar role (Tier 2 or higher).
- Handson experience in technical support.
- Excellent written and verbal communication skills.
- Strong computer skills.
- Experience with Zendesk is required; experience with Salesforce or HubSpot is a plus.
- High attention to detail and data proficiency.
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Employment Type
Full Time
