Cantonese Speaking Technical Support Specialist

3 days ago

Notting Hill, Australia HOBAN Recruitment Full time

Our client is a leading provider of IoT device management solutions. Their commitment to innovation and customer satisfaction drives our success in delivering cutting-edge solutions to businesses worldwide. As a Level 2 Cantonese Speaking Technical Support Specialist, you will play a crucial role in providing exceptional support to our customers before and after sales. You will be responsible for investigating technical issues reported by customers and working closely with our internal product development teams to ensure prompt and effective resolutions.

Key Responsibilities:

  • Technical Support: Deliver high-quality Level 2 technical support via telephone and email for our software products. This includes addressing both pre-sales inquiries and post-sales issues with a focus on maintaining customer satisfaction and retention.

  • Issue Investigation: Thoroughly investigate and analyze issues reported by customers, utilizing diagnostic tools and logs to understand root causes and potential solutions.

  • Collaboration: Liaise effectively with internal product development teams to communicate customer-reported issues, prioritize resolutions, and contribute insights for continuous product improvement.

  • Time Management: Plan, prioritize, and organize your workload to consistently meet service standards and agreed objectives. This includes maintaining meticulous records of customer interactions and technical solutions provided.

  • Customer Experience: Strive to enhance the overall customer experience by ensuring timely responses to inquiries, proactive communication on issue status, and proactive measures to prevent recurring issues.

  • Jira Ticket Management: Facilitate the creation and assessment of Jira Tickets for Level 1 specialists, guiding them through the triage process to ensure accurate issue escalation and assignment.

  • Team Support: Coach and mentor Level 1 agents to enhance their technical skills, assist in managing their workload effectively, and ensure they provide excellent customer support.

Qualifications:

  • Bachelor's degree in Computer Science, Engineering, or related technical field preferred.
  • Proven experience in a Level 2 technical support role, ideally within the software industry.
  • Strong analytical and problem-solving skills with the ability to diagnose technical issues and propose effective solutions.
  • Excellent communication skills, both written and verbal, with a customer-focused approach.
  • Ability to work independently and collaboratively within a team environment.
  • Proficiency in using support tools and systems, including Jira or similar issue tracking platforms.
  • Cantonese and English language skills

At HOBAN we embrace diversity, inclusion and equal opportunity. We welcome and encourage applications from people from all backgrounds.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments.

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