Job Scope:
1.Working in the customer support team, your main duties will be 1st Line Support to Customers and Agents. This will involve answering customer queries, giving expert advice over various channels and making sure the customer is always kept up to date, managing their expectations and providing a high standard of service. Taking responsibility and ownership of the enquiry, you will build a network throughout the company to ensure that the resolution is found quickly and efficiently and identify any obstacles that may be present by escalating these to ensure that these are resolved in a timely manner.

2.Ensuring you maintain and facilitate a regime of pro-active support to all clients with active support contracts, ensuring customers queries are always logged in the internal systems. Also, analysing and collating client requests for modifications for inclusion and evaluation in Development meetings. Ensure any acceptable modifications are logged and progressed in the appropriate systems.

3.You will also assist the QA team by testing program modifications and bug fixes, ensuring the testing lead-time is kept to a minimum and that the modified program is delivered to the customer in a timely manner. This will include assisting with the maintenance and running of a consistent and repeatable test regime using standard models and known comparable results such that “compliance testing” can be undertaken.

4.Throughout your time as a Support Analyst you will need to ensure your product and market knowledge is kept up to date to make sure all advice given is ***-rate conducting internal training sessions with the Implementation team, and Sales teams.
Your role may also include other duties or special projects as reasonably requested by Coats Digital.

Job Responsibilities:
Main Duties & Responsibilities: 1st Line Support
1、Provide 1st Line Support via Email, Skype and Telephone
2、Log Support Cases in CRM System
3、Investigate issues / gather information and details of the issue to progress the case to resolution
4、Contact customers and Agents and liaise with internal team on issues
5、Escalate along appropriate Support channels
6、Manage cases according to Business SLAs

Other Duties & Responsibilities:
7、Manage the creation of new License files renewals for Customers and Agents
o Knowledge Management
o Document functionality and solutions, for clients/agents

Requirements:

1. Bachelor's degree or above; 3 years of working experience in support analyst, project management or customer service.
2. Multi-lingual, fluent in Mandarin, English & Cantonese.
3. Excellent communication and people skills whether face to face, over the telephone, or in writing.
4. Strong analytical approach to problem solving.
5. Ability to interpret user needs and provide workable solutions to problems.
6. Self-motivated and capable of working alone, or as part of a small team.
7. Ability to work independently and within a group with minimal supervision.
8. Experience of MS Office products including Excel, Outlook and Microsoft CRM.
9. Optional: Knowledge of SQL and SQL Server is a plus.
10. Experience of software support or implementation and training.
11. A background knowledge of either manufacturing or sourcing industries.