Work within an exciting company enabling the future of retail
Excellent career development opportunities
Our client is an exciting and established automated retail solution & interactive marketing platform deployed in Hong Kong, Singapore and Malaysia. They aim at disrupting the traditional retail business by creating a powerful IoT platform of smart automated retail machines, that also act as an interactive marketing platform with the use of artificial intelligence and big data, to enhance customer experience, drive engagement and improve profitability.
You will be responsible for:
Providing onsite technical customer support.
Ensuring timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction.
Providing effective problem analysis and identification remotely before arrival at customer site; determining needed parts and documentation to minimize downtime and multiple trips.
Performing service in a cost effective manner.
Displaying professional attitude and courtesy while on site.
Maintaining effective communication with customer and our customer support center during repair process and any projected delay.
Analyzing software and hardware error logs, utilizing diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair.
Analyzing, diagnosing, troubleshooting and repairing hardware, computer network, software and systems configuration and compatibility problems.
Utilizing multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes.
Following customer specific repair procedures.
Assessing current and future customer needs based on usage of the system.
Determining needed parts and quantities based on contracts in service area.
You have a bachelor's degree in related field (Computer Science, Engineering) or equivalent experience preferred.
You have strong knowledge in Linux. Scripting and/or coding experience is an advantage.
You have relevant experience in new retail technology.
You have prior experience in Customer Service and demonstrated the ability to put the customer needs first.
You are fluent in English and Chinese to communicate with counterparts.
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