Key Responsibilities

• • • • • • • • • • • Provide first and second-level technical support to clients via phone, email, remote access and occasional on-site visits

                    • Diagnose, troubleshoot and resolve software application issues in a timely manner while meeting SLA targets

                    • Follow SOPs for incident handling & escalation

                    • Monitor system health and performance

                    • Liaise closely with the development and product teams to report bugs, track progress and implement workarounds

                    • Participate in shift duty roster (5-day work / rotating shifts including overnight & weekend)

Requirements

• • • • • • • • • • • • • • • Relevant experience in software technical support, application support or helpdesk environment, preferably supporting SaaS/cloud-based products

                            • Understanding of databases, operating systems (Windows / Linux) and networking concepts a plus

                            • Preferably familiar with ticketing systems (e.g. Jira, ServiceNow or similar) and knowledge base/documentation tools (e.g. Confluence or equivalent)

                            • Good command of both Mandarin and Cantonese

                            • Immediate availability is highly preferred