Position:Technical Engineer – Client Support Center Support Specialist
Reference No:M - CSCL1_v2021-10-26
Location:
Job Description:
PRINCIPAL DUTIES AND RESPONSIBILITES
Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service
Manage workload to ensure that assigned activities are completed within defined SLA/OLA
Identify ways of improving productivity and lowering costs which provides enhanced service value for Customer and/or cost savings
Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results
Capture regular feedback regarding issues escalated to the Client Support team
Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to
Work in partnership with global management to ensure processes and procedures are relevant and effective
Ensure product knowledge is kept up to date in order to support continuous improvement initiatives
Effectively use and manage Service Now to handle and update tickets
Administer Secure-ID authentication tokens to both internal and external customers and deal with any queries arising – approximately 50% of time
Low level technical assistance to 3rd line support team – approximately 50% of time
Work across lines of service to ensure a coordinated approach to providing support for the customer
Cooperate with other deskside support teams and 3rd parties to ensure all services are delivered within service level targets and according to best practice
Actively build and develop excellent working relationships with all members of the team to ensure a professional approach to day-to-day activities
Support colleagues by sharing knowledge and assisting them in the successful delivery of common objectives
Identify ways of improving productivity and lowering costs which provides enhanced service value for accounts and business areas
Requirement:
LANGUAGE
English & Chinese (Mandarin/Cantonese): Advanced Level - strong verbal, listening, reading & written communication experience
EXPERIENCE
2 to 5 years of IT support experience
Solid understanding of PC hardware/peripherals
Exposure of mobile OS such as Apple iOS and Google Android
Good working knowledge and IT experience supporting Microsoft Windows configuration, desktop administration, Microsoft Office suite
Basic understanding of network and server-side infrastructure
Experience in delivering superior customer service experience
Experience in financial/banking environment, trading floor and market data applications support is an advantage
Project execution exposure is an advantage
Experience using a help desk call management system
Knowledge of HTML/Web Technologies
Knowledge of Microsoft Windows OS
Understanding of Web browser technology (IE, Firefox, Chrome etc.)
SKILLS
Ability to make sound decisions following approved procedures in a fast-paced environment
Ability to effectively manage multiple tasks occurring simultaneously
Ability to work independently with little supervision
Excellent communication, interpersonal and customer care skills
Ability to work well under pressure and to tight timescales
An understanding of ITIL Service Support and Delivery disciplines and methodologies
Remarks:
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