Customer Service Representative (Technical Support Associate)

Pathos Consultancy Limited; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Pathos Consultancy Limited is recruiting a Customer Service Representative (Technical Support Associate) for a client in the financial services sector in Hong Kong. You will be the first point of contact for clients using trading platforms, resolving technical or software issues via phone, chat and tickets.

You will assist users across desktop, web, and mobile trading apps, diagnose problems, and refer complex cases to specialists while staying the client's consistent point of contact.

Qualifications

• Hands-on experience in a call-centre, customer-service or client-facing support environment.
• Strong spoken and written communication skills.
• Familiarity with everyday computer systems and applications; technical background beneficial.
• Fluency in Cantonese and English; Mandarin is an additional asset.
• Bachelor’s degree preferred, recent graduates or career-changers considered with relevant service experience.

Responsibilities

• Respond to client questions and walk them through resolutions clearly and calmly.
• Assist users of desktop, web-based and mobile trading applications.
• Diagnose and resolve technical difficulties.
• Refer more involved cases to specialist internal teams while remaining the client’s primary contact
• Notice patterns in issues and share practical observations to improve products and processes.

Skills

Call centre experience

Excellent communication

Problem-solving

Bilingual Cantonese & English

Mandarin as asset

Education

Bachelor’s degree preferred

Tools

CRM systems

Job description

Customer Service Representative (Technical Support Associate)

We are recruiting on behalf of a well-established global financial services firm for a Client Technical Support role based in Hong Kong.

The Role

You will be the first point of contact for clients seeking assistance with trading platforms and related technical or software issues. Working via phone, chat and tickets, you will deliver clear, professional support while helping clients resolve problems efficiently.

Your day-to-day work will involve:

Responding to client questions and walking them through resolutions in a structured, easy-to-follow way

Assisting users of desktop, web-based and mobile trading applications

Diagnosing and resolving technical difficulties

Referring more involved cases to specialist internal teams while remaining the client’s consistent point of contact

Noticing patterns in the issues raised and sharing practical observations that help refine products and processes

Ideal candidates will bring:

Hands-on experience in a call-centre, customer-service or client-facing support environment (experience within financial services is helpful but not essential)

A natural, professional telephone presence together with strong spoken and written communication skills

Familiarity with everyday computer systems and applications (a technical background is beneficial yet not mandatory)

A composed, patient and systematic approach to problem-solving

Fluency in both Cantonese and English; Mandarin is an additional asset

A bachelor’s degree is preferred, though recent graduates and career‑changers who can demonstrate relevant service experience are equally encouraged to apply

This is an excellent opportunity to build technical support skills within a sophisticated financial environment while working in a collaborative, problem-solving culture.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?
• What's your expected monthly basic salary?
• How many years' experience do you have as a customer service representative?
• What is your highest level of education?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?