Serve as the first point of contact for users via social media platforms, email, or ticketing system.
Troubleshoot and resolve issues related to the company products.
Escalate complex issues to Level 2/3 support teams with detailed documentation.
Monitor and manage incident and request queues to meet SLAs.
Guide users through system functionalities and provide basic training when needed.
Document solutions and contribute to the knowledge base.
Collaborate with internal teams to identify recurring issues and suggest improvements.

Requirements:

Diploma or Degree in Information Technology, Computer Science, or related field.
1–3 years of experience in IT helpdesk or technical support, preferably with ITSM tools.
Familiarity with ITIL framework and service management principles is a plus.
Strong communication and problem-solving skills.
Customer-oriented mindset with the ability to remain calm under pressure.
Experience with remote support tools and ticketing systems.
Proficiency in Cantonese and Mandarin is preferred to support customers based in Hong Kong and Taiwan.
This is a fully remote position with occasional business travel.