Service Desk Technical Support - Level 1 一定要識 讀/寫（廣東話) - Start Now

Note: As this role requires support for Hong Kong and Taiwan, fluency in spoken and written Mandarin & Cantonese is compulsory.

About the Role

We’re looking for a Level 1 Service Desk Technical Support who will manage our merchants/customers enquiries or issues via various communication mediums.

To this end, you will need to be have a problem solving and team player mindset as you are require to work closely with teammates or cross-functional teams to resolve our merchant/customer queries.

This role will primarily support Hong Kong, Taiwan, Singapore, Malaysia, Australia and New Zealand, and will cover new markets in the future.

What You’ll Do:

• Provide merchants/customers with a first point of contact for all incidents, queries and requests.
• Effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attended to, resolved or assigned.
• Monitor and maintain SLA, chase/follow up outstanding tickets with merchant/customers or within internal support teams.
• Ensure that appropriate monitoring and support activities are addressed.
• Collaborate closely with internal support teams from other regions to ensure all the issues/problems/escalations are resolved in a timely manner.
• Log calls as per procedure, and where possible provide immediate response for resolution.
• Ensure compliance to policies and standards for operational use.

What You’ll Need:

• Diploma or High Diploma in Computer Science or related disciplines
• ITIL V3 or V4 certified is preferred
• Minimum 1 year experience in IT industry
• Familiarization with ticketing systems (Zoho Desk) and ITSM workflow is a plus.
• Hands on experience in iOS operating system to end-user support is a plus.
• Able to work on shifts
• Fluency in English, Cantonese and Mandarin; be able to communicate effectively with colleagues in different markets
• Good team player, self-motivated
• Immediate available is highly preferred

Who We Are

We started out in 2014 with one simple goal in mind: take an industry that is important to people of all walks of life and develop cutting-edge tech to make it better. In a world where people make use of the latest technology purely to make a quick buck (we’re looking at you NFTs), we are here for the long-haul and genuinely wish to change the F&B industry in a way that will have a positive impact for both restaurant owners and diners.

After 3 years of developing our solution, which incorporates patented technology, we launched to market and instantly disrupted many of the long-seated players in Hong Kong and Taiwan. With our focus on new innovations and solving tomorrow’s challenges today, we stand out by offering a complete solution that is proactive rather than reactive.

While there are certainly other players in the market, our deep and interconnected ecosystem - that spans over 15 modules, with open APIs and 50+ third-party solution partners - changes the game and elevates the industry to new heights. Our unwavering drive and dedication have helped us become pioneers at our craft.

Having matured from a start-up, we now are headquartered in Hong Kong with offices in Philippines, Taiwan, Singapore and Malaysia, and with thousands of merchants and brands that span across 21 regions worldwide. We are high-growth yet sustainable, and all without the need of backing by any investor or VCs!

Why Join Us?

We are a diverse workplace that builds our ethos upon the pillars of trust and responsibility. We fully believe in the merit of each person we bring on board and reward our team with a work environment that promotes autonomy.