This is a contract positionthat will be providing L1 technical supportto our client in a professional and courteous manner.
Respond to service, product,technical, and customerrelations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
Prefer to have linux experience.
Able to speak and write in mandarin.
Log cases, provide information, and troubleshoot to solve customer problemsaccording to company KPI (Key Performance Indicators) for the business.
Manage customer expectations based on customerentitlement.
Keep customers informed, set, and follow commitments, keep precisecase documentation, and case ownership, and add case resolution to knowledge management service.
Engage team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met. Elevate and/or escalate to next level in a timely manner when the case is complex.
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Manage multiple tasks or cases simultaneously with minimal supervision.
Active and self-paced improvement of technical and business processknowledge
Independently and actively improvethe quality metricstowards the achievement of targets.
Keep documentation as per requirements.
Meet deadlines and keep service level agreements.
Should be ready to work in shift. ( Mon - Friday) 8am - 330pm, 3pm to 11pm).
Standby after working hour. (Entitle standby allowance)
