Customer Technical Support (client-facing) - 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 customer-facing solution support to expand their support team to handle increasing customer requests.


• Prioritize and handle support cases issued by clients based on Service-Level Agreement
• Collaborate with Solutions and Support team in solving clients’ issues
• Identify root cause of issues with error messages and issue logs
• Perform solution testing after troubleshooting



• Bachelor’s degree in IT
• Around 1-3 years of experience in software and solution support, preferably from solution providers
• Familiarity with troubleshooting in Microsoft Platforms with knowledge in MS-SQL and IIS
• Having basic programming skills (SQL, HTML, CSS , JS, C#, VB.NET) is a plus
• Excellent customer service skills
• Ability to work in a team environment as well as independently
• Good communication skills in English is a must, Cantonese and Mandarin is preferred


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