Back to Jobs
Job listing posted on August 22, 2017

2 X SUPPORT ENGINEERS - 1st and 2nd Level

SUMMARY: 

  • 2nd line support for issues with the users
  • Common inquiries include system functionality, reporting, reconciliation, and payment processing
  • Inquiries are submitted through a Sales Force ticket queue; these tickets are initiated by Level 1 and / or internal resources who may be working with our customers

RESPONSIBILITIES:

  • Accountable for transferring info collected through the normal course of support to the business into Customer Support system documentation; this may take the form of how to guides, standard operating procedures, application enhancement requests, FAQs, end user documentation, etc
  • Ultimate responsibility to resolve customer issues in an efficient and effective manner
  • Travel may be required up to 5-10%
  • Work independently in addition to being a contributing member of a team that is distributed in multiple locations globally
  • Create relationships and collaborate with peers and managers to answer more complex customer questions
  • Technical support for customers / internal resources who use the products via phone, chat or email
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve Prime Revenue Customer Support processes

 

REQUIREMENTS:

  • Bachelor’s degree in Computer Science, MIS or related field
  • 5+ years’ experience in a customer data integration and production environments
  • 5+ years’ experience in a production technical operations environment / role
  • Proven ability to establish, develop, and manage relationships with cross-functional internal and external teams.
  • Demonstrated effective communication skills using different approaches such as phone, presentations, video-conference, and in person
  • Demonstrated ability to identify the needs of the customer and define alternative solutions
  • Strong computer skills – Windows 2008 / 2012 server, SFTP / FTP / FTPS services (WS_FTP Server), encryption protocols (PGP, AS2), SSH
  • Strong operational / technical skills – VMWare, Microsoft SQL queries, scripting, and networking technologies
  • Application knowledge – Microsoft Office, SalesForce, Quest (a plus)
  • Financial services payment file formats / processing, a plus
  • Capable of quickly developing knowledge in other areas
  • Fluent English, Cantonese and Mandarin

VERY IMPORTANT:

If you qualify, please send your customised CV tokevin@aptitudeasia.com along with (APTITUDE ASIA APPLY  "Job Title - YOUR FIRST, MIDDLE & LAST NAME") on the Subject heading

For enquires for other potential positions, please email with (APTITUDE ASIA ENQUIRY "Job Title/s - YOUR FIRST, MIDDLE & LAST NAME") on the Subject heading


Apply Now
  • Get in touch

  • Room B, 17/F,
  • Wyndham Place,
  • 44 Wyndham Street, Central,
  • Hong Kong
  • T: +852 3728 5100
  • F: +852 3478 3880