Technical Support (SG)

Responsibilities:

• Provide technical support to customers, partners, and resellers for ESET products.
• Document, process, and analyse incoming customer requests through all communication channels.
• Gather relevant information based on requests received from the higher-level support and implement processes.
• Provide technical level 2& 3 support for consumer and business products.
• Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures.
• Perform scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined procedures.
• Perform enhanced troubleshooting.
• Become familiar with existing products and their components as well as with the tools, processes, and procedures that are relevant for the team.
• Consult the superior on problems and risks in a timely manner.
• Continuously develop technical knowledge and skills.
• Ad hoc duties as assigned.

Requirements:

• Experience in providing technical/ helpdesk/ deskside support
• Fluency in Cantonese, English, and Mandarin
• Capable of writing and reading Traditional Chinese