Labour Hire - Technical Support Engineer (Hotline) -Bilingual Mandarin
Hikvision is a world-leading IoT solution provider with video as its core competency. Featuring an extensive and highly skilled R&D; workforce, Hikvision manufactures a full suite of comprehensive products and solutions for a broad range of vertical markets.
Hikvision has established one of the most extensive marketing networks in the industry, comprising 80 overseas regional subsidiaries, to ensure quick responses to the needs of customers, users and partners.
About the Role:
We are looking for a solid-performing, highly motivated and competent at self-learning technician who graduated from university or TAFE recently keen on a technical job. Internal transfer opportunities are open for future career development.
Job Responsibilities:
Serve as the initial point of contact for customers seeking technical assistance via phone, email, or chat, ensuring a friendly and professional demeanour.
Gather customer information regarding their cases, follow the process to ask pertinent questions to accurately diagnose problems, and document details in the support ticketing system.
Recognize when an issue is beyond the scope of Level 1 support and escalate cases to Level 2 support or relevant departments, provide necessary information to ensure a smooth transition
Contribute to the knowledge base by documenting common issues and solutions, as well as creating guides and FAQs to assist both customers and support staff.
Work closely with team members to share knowledge, provide peer support, and ensure consistent service delivery.
Proactively manage and promptly return calls that were abandoned, ensuring customers feel supported and their concerns are addressed in a timely manner.
Contribute to quarterly key product promotion activities and other critical company initiatives, contributing to brand awareness and good reviews.
Other ad hoc duties as required
Role Requirements:
To be successful for this role you must be able to display the following:
- Graduates or junior Engineers with E&E;, IT/ICT Engineering major
- Either TAFE diploma or bachelor's degree qualification is acceptable for this position
- Fluent in English, Additional fluency in Mandarin would be an advantage
- Mandarin language skills are preferred
- Strong IT/Network skills, Solution/deadline driven and high attention to detail
- Excellent interpersonal and communication skills
- Team player with a passion for learning new products
- Outstanding customer service skills, practical hands-on ability and good experience
- Fresh graduates are welcome to apply
- Responsible, diligent and flexible personality
We are an equal opportunities employer and welcome applications from all qualified candidates.
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📌 Labour Hire - Technical Support Engineer (Hotline) -Bilingual Mandarin
🏢 Hikvision
📍 Sydney