IT Support

Aptsys Technology Solutions Pte Ltd; Hong Kong; On-site; HKD 201,000 - 290,000; Full time

Job summary

Aptsys Technology Solutions Pte Ltd in Hong Kong seeks a customer support specialist to implement, commission and train on Aptsys products, and to set up network and Wi-Fi infrastructure as needed.

You will handle Level 1 inquiries via calls, email, and on-site visits, troubleshoot issues, relay feedback to Product Development, attend daily support meetings, and manage cases to ensure timely resolution and thorough documentation.

Responsibilities

• Implementation, commissioning and training of Aptsys’ products for customers.
• Setup of network and Wi-Fi infrastructure as required.
• Handle level 1 customer support tactfully of inbound call, email enquiries and on-site.
• Analyze and clarify customer technical inquiries. Troubleshoot and resolve issues.
• Where necessary, ensure that customer feedback, patch requirements and diagnosis are communicated thoroughly to Product Development team.
• Attend daily support meeting to update new issues and resolution progress.
• Manage support cases to ensure issues are comprehensively recorded, tracked, resolved and follow-ups are done in a timely manner.

Job description

• Implementation, commissioning and training of Aptsys’ products for customers. Setup of network and Wi-Fi infrastructure as required.
• Handle level 1 customer support tactfully of inbound call, email enquiries and on-site.
• Analyze and clarify customer technical inquiries. Troubleshoot and resolve issues.
• Where necessary, ensure that customer feedback, patch requirements and diagnosis are communicated thoroughly to Product Development team.
• Attend daily support meeting to update new issues and resolution progress.
• Manage support cases to ensure issues are comprehensively recorded, tracked, resolved and follow-ups are done in a timely manner.