Job Duties: Provide phone, email and remote support for the own-brand software to customers Create and work on support cases in the internal own-brand Helpdesk system Maintain personal and departmental case load by responding to and working on cases within stated SLAs Coordinate with own-brand software support and development teams when cases require additional assistance Report and file bug tickets that come up during troubleshooting Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum Watch and review videos of internal software training sessions and development meetings Provide expertise about familiar technical areas Identify high priority and critical cases and respond appropriately as it escalates
Requirement: Bachelor's Degree in Engineering, Math, or Physical Sciences 2-5 years of experience with technical support Experience with customer service ITIL certification preferred Excellent analytical and problem-solving skills Effective communicator with good customer service skills Familiarity with troubleshooting Microsoft platforms Ability to multi-task and prioritize cases based on SLA Basic programming skills are a plus (SQL, HTML, CSS , JS, C#, VB.NET) Ability to work in a team environment as well as independently
CA Human Resource Limited is a new setup company to provide a professional recruitment service in Hong Kong with the long experience in recruiting business in Japan since 2003. The character of CA Human Resource Limited is making the best matching between Jobseekers and Employers for their career and business growth. To build on our success for the mission, we are looking for an energetic talent to fill the following position. For more information about CA Human Resource Limited: http://www.cahr.com.hk / CA-Group: http://www.c-alpha.com/
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases