Customer Support and Services Team Lead (based in Hong Kong)
Our client is a global software vendor for enterprise content management solution both for on premises and cloud based. The solution covering business process automation, workflow, records management, document imaging and web-form software. They have been recognized in the Gartner Magic Quadrant for ECM for years. They are seeking for a team lead with strong management skills and customer software support experience.
Responsibilities:
• Provide leadership and clear direction for technical service support team
• Supervise and assist support team in identifying and troubleshooting technical issues
• Act as escalation point for the clients and coordinate with development and solution team in resolving issues within the agreed SLA levels
• Must show positive attitude with qualities of being flexible, efficient time management and ability to prioritize workload
• After hours urgent support to customer might sometimes be required
Requirements:
• Bachelor’s Degree in Computer Science or related disciplines
• At least 3 years of experience in managing a team; 5+ years of customer facing experience in software technical support fields
• Ability to detect and resolve issues in an efficient and timely manner
• Ability to define problems, collect data, establish facts, and draw valid conclusion
• Ability to work in a multitasking environment
• Good organization, prioritizing and multitasking skills
• Good communication skills in English is a must, Cantonese and Mandarin is preferred
• ITIL certification is preferred
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