SURVEILLANCE SYSTEM SPECIALIST
The leader in Financial Fraud and Compliance.
Responsibilities:
• project implementation and management
• leverage the technical and customer communication skills to resolve customer problem in timely manner and escalate to the next tier
• maintain high customer satisfaction thorough out the all process form first call to complete problem resolution
• receive customer escalations from the help desk / T2 team and troubleshoot issues by resolving them with maximum customer satisfaction
• take full ownership on customer problem / cases, monitor for proper and on time feedback
• act as the front line technical contact to interact with customers (business partners and direct customers)
• document and track all problems, enquires and events in the CRM system
• try to resolve the case remotely, if can’t resolve due to complex, urgency, ability escalate to the higher team
• perform site visit for troubleshooting and installation
• prepare necessary reporting documentation to support and finalise the case with acceptance
• participate in ad-hoc service delivery tasks
Requirements:
• bachelor in electronics engineering or computer science
• at least five years of experience with customer support in one of following areas: 1) Microsoft OS, 2) SQL database, 3) web application, 4) CTI / PBX, Voice Over IP would be an advantage
• at least five years of experience on one of the followings is a MUST: 1) Voice recording system experience 2) CCTV Video surveillance system experience 3) Client Server with XML system experience
• proven experience with networking and PC hardware
• strong troubleshooting and problem solving skills
• knowledge in application S/W or Telephony or networking
• customer support experience, international is advantage
• good communication skill in writing and verbal English, Hindi and additional language is an advantage
• strong aptitude for investigation, analysis and problem solving
• occasional travel is required
If you would like to apply for this role or find out more, please apply online or contact Alexander Hickling at Robert Walters on (852) 2103 5300 or alexander.hickling@robertwalters.com.hk quoting the Job Reference XHI/405260.