L1 Technical Support

An exciting opportunity has arisen for a dedicated L1 Technical Support Specialist to join a dynamic team. The role involves providing first-line support to clients, resolving technical issues, and ensuring the smooth operation of IT systems. The successful candidate will be a strong collaborator, guiding their daily interactions with a focus on improving effectiveness among partner teams and clients.

Salary: Competitive and based on experience

Location: Taipei

Keywords: Technical Support, Client Support, System Monitoring, Escalations, Collaboration

What you'll do:

• Provide end-to-end ownership of client issues, including initial troubleshooting, identification of root cause, issue resolution, and final communication.
• Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services.
• Properly escalate unresolved issues to appropriate teams.
• Follow up with clients to ensure their technical issues are resolved and ensure all issues are properly logged.
• Take appropriate steps to bring any open support cases to resolution in a timely manner.
• Respond to client queries in a prompt and accurate way, via email and instant messaging channels.
• Monitor system performance and apply effective solutions.
• Report and update business stakeholders effectively when high urgency incident occurs.
• Function as the first point of escalation contact for clients and internal groups.

What you bring:

• Strong collaboration skills
• Excellent problem-solving abilities
• Ability to take ownership of client issues
• Good communication skills
• Experience in system monitoring
• Ability to escalate issues appropriately
• Experience in a 24/7 inbound contact center environment

What sets this company apart:

This company is renowned for its commitment to providing exceptional service to its clients. They believe strongly in the power of collaboration and strive to maintain an environment where teamwork is valued and encouraged. They offer a dynamic and supportive work environment, with opportunities for professional growth and development.

What's next:

If you're ready to take your career to the next level, apply today!