Service Desk: Mandarin Speaker

Key Responsibilities

1. WOS (Warehouse Operation System) Technical Support

• Deliver end to end technical support for the WOS system, ensuring reliable performance and a positive user experience.

2. Incident & Problem Management

• Manage standby support, respond to customer reported issues, and drive timely resolution of incidents and problems.

3. Vendor Hardware/Software Coordination

• Work closely with third party vendors to troubleshoot and resolve hardware and software issues.

• Oversee hardware related concerns, including RMP130 door access systems, walkie talkies, Wi Fi temperature loggers, FDU installations, and printer functionality.

4. Customer Communication & Case Handling

• Manage customer communications via email and phone for fault reporting and inquiries.

• Maintain accurate logs and ensure proper follow up on ServiceNow tickets.

5. Work Permit & Registration Administration

• Coordinate and process work permits, including car plate registrations and related documentation.

6. SOP Development & Maintenance

• Create, revise, and maintain Standard Operating Procedures (SOPs) in Confluence to strengthen the knowledge base and support efficient incident resolution.

7. Data Patch & Code Simulation

• Collaborate with vendors to resolve data patch issues and support TC code simulations.

8. System Simulation & Testing

• Perform system simulation tasks within the WOS environment and conduct testing following system updates to ensure operational stability.

Requirements:

1. Min 1-2 years in service desk/customer support

2. Fluent in Cantonese, Mandarin & English to support Hong Kong Market

3. Must open to work in office full time basis

4. Open for rotational emergency support