Technical Support
Location: Hong Kong
Job Type: Contract
Salary: DOE (Depends on Experience)
About Us:
Norbida Limited is a dynamic and innovative IT company seeking a highly motivated and experienced Project Manager to join our growing team. We are passionate about delivering cutting-edge solutions, fostering a collaborative environment, etc. and are looking for someone who shares our commitment to excellence.
About the Role:
As a Technical Support Specialist, you will be the primary point of contact for our customers facing technical challenges. You will diagnose and troubleshoot issues, provide clear and concise instructions, and ensure our customers have a positive experience with our support team.The ideal candidate will have a strong technical background and excellent problem-solving skills to provide top-tier support.
Key Responsibilities:
- Customer Support:
- Provide technical support to clients via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network issues.
- Escalate complex issues to the appropriate teams when necessary.
- Issue Resolution:
- Diagnose and resolve technical problems related to our products and services.
- Document and track customer issues using our ticketing system.
- Follow up with clients to ensure issues are fully resolved.
- Product Knowledge:
- Maintain a deep understanding of our products, services, and technologies.
- Assist clients with product setup, configuration, and usage.
- Training and Documentation:
- Create and update support documentation, including FAQs and troubleshooting guides.
- Train clients on how to use our products effectively.
- Collaboration:
- Work closely with the development, sales, and product teams to improve customer experience.
- Provide feedback to internal teams based on customer issues and suggestions.
- Continuous Improvement:
- Stay updated on the latest technologies and industry trends.
- Identify opportunities to improve support processes and tools.
Requirements & Qualifications:
- Bachelor’s degree in Computer Science, IT, or a related field preferred.
- 2+ years of experience in technical support or a similar role.
- Strong knowledge of hardware, software, and networking systems.
- Familiarity with operating systems (Windows, macOS, Linux) and cloud platforms.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills, with a customer-focused mindset.
- Proficiency in English and Cantonese (written and spoken). Mandarin is a plus.
- Experience with ticketing systems (e.g., Zendesk, Jira) is preferred.
Bonus Points:
- Certifications in relevant technologies (e.g., CompTIA A+, Microsoft Certified Professional).
- Experience with [mention specific software or hardware relevant to the role].
- Multilingual skills.
Why Join Us?
- Competitive salary and benefits package.
- Opportunity for career growth and technical skill development.
- Supportive and team-oriented work environment.
- Work with cutting-edge technology and innovative solutions.