Technical Support Specialist

Salary: $4k - $5k p.m.

Our client is a globally recognized cybersecurity technology provider, delivering industry-leading security solutions to organizations and consumers worldwide. With a strong focus on innovation and customer success, the company offers excellent opportunities to develop technical expertise within the fast-growing cybersecurity industry.


Responsibilities:

• Provide Level 2 and Level 3 technical support for cybersecurity solutions and products.
• Handle customer, partner, and reseller enquiries through various communication channels.
• Investigate, troubleshoot, and resolve technical issues in accordance with defined support procedures.
• Escalate complex or undocumented issues to higher-level support teams when required.
• Gather and analyze technical information to facilitate issue diagnosis and resolution.
• Perform scheduled follow-ups with customers and stakeholders to ensure timely resolution.
• Maintain accurate documentation of support cases and troubleshooting activities.
• Continuously develop product knowledge and technical expertise to support customers effectively.

Requirements:

• Experience in Technical Support, Helpdesk Support, Deskside Support, or a related role.
• Strong troubleshooting and problem-solving skills.
• Customer-focused mindset with the ability to communicate effectively with technical and non-technical users.
• Fluency in Cantonese, English, and Mandarin.
• Ability to read and write Traditional Chinese.
• Interest in cybersecurity technologies and technical support environments.
• Experience supporting security software, endpoint security, networking, or IT infrastructure is advantageous.