Kognitiv

About Kognitiv

About the role: We have opened a new role and we are looking for a dynamic, hands on and analytical person, ideally with travel technology experience (hotel, airline, agency), to join our high performing team in Hong Kong as Web Application Support Specialist. Working alongside a global team with offices in Austria, Canada, US and the UK, you will enable the business to provide ‘follow the sun’ front line (first level) technical support for our customer-facing web applications. In this role you will be handling, processing and escalating technical front-line issues. You will be responsible for regular and efficient ticket updates and also support your colleagues by explaining what additional information may be required to complete an evaluation. Responsibilities include (but are not limited to): Identifying the correct priority of inbound technical tickets Utilising technical knowledge when investigating issues to ensure only qualified technical issues reach 2nd level support Share knowledge and specific platform information to help resolve issues without having to escalate to 2nd level support Ensure that the information provided in each ticket is of a uniform standard Correctly identify the relevant internal 2nd level team is required for escalations: Infrastructure/ Dev team/ Security/ Business Operations or Finance Who Are You? To be successful in this role, we are looking for someone who is a quick learner with great communication skills – both internally and externally to the business. You have an ability to communicate technical information in a precise, clear and efficient way to customers of varying technical knowledge levels. The successful candidate will be fluent in both Mandarin and English. You clearly understand the difference between a software-based issue, configuration error, and a network or infrastructure incident. You have experience identifying and troubleshooting issues related to the client-side systems. Further experience troubleshooting server-side issues for Microsoft and/or open-source technologies a plus. Your curiosity and drive to get to the bottom of issues will enable your success as will your ability to work equally well independently as part of a global team. Front line technical support Fluency in English and Mandarin Experience in ticket-based systems for managing requests – preferably Jira Experience in a technical support role for online systems/portal Good analytical and problem-solving skills with a passion for troubleshooting and resolving issues Excellent communication skills Knowledge of languages like HTML5, JavaScript, CSS, XML, JSON We always invite international application as long as they have the right to work and live in Hong Kong as we are not offering visa or relocation support for this role. Reference ID: Web Application Support Specialist Job Type: Permanent

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Company Info

Legal Form: Corporation

Company Type: Private

Company Size: 51 - 250

Revenue: 5 - 25 million (USD)

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Job Ads found: 278

Job Ads per Month: 6.8

Hiring Locations: 11

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