Customer Support Executive (L1 Technical Support) - Mandarin speaker
Winnow, United Arab Emirates
Job Description
About the team
The Operations team plays a crucial role in taking responsibility for running the on-boarding and implementation of our technology across new customers, as well as ensuring on-going success once the system is up and running on client sites.
The goal successful pilots with early clients, such that they quickly become key clients deploying our technology on a national and international scale. Once, key clients, the aim is to provide an immaculate service avoiding churn and increasing revenue.
The Technical Support team within our Operations team are the lifeline to our sites. We believe in excellent customer service and put our clients at the forefront of what we do. This role is responsible for being the frontline support to our clients and ensure they are able to use the Winnow system to reach their food reduction targets. The role would be perfect for someone that loves problem-solving, proactively speaking to customers, and wanting to operate independently.
Key objectives of role
The Technical Support Executive receives client requests for trouble shooting and technical assistance related to Winnow's artificial intelligence tools deployed across our client base throughout Asia Pacific. This role reports directly to the global head of customer support based in Europe and is strongly supported by the regional operations manager based in Dubai. This is also an opportunity to work with a global technical support team and clients who are global leaders in hospitality.
The full scope of your role will be discussed in detail at interview, however typical tasks might include:
- Act as Key customer support person to existing clients with daily site performance monitoring
- Assess and solve any technical challenges faced by our clients within specific SLA’s
- Monitor all Winnow systems’ performance in the APAC region daily, while proactively contacting sites where technical challenges are detected
- Root cause problems and escalate common issues to the tech team in a structured manner
- Providing help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidance
- Develop product knowledge documentation to serve as a technical resource
- Assemble metrics for weekly and monthly internal support KPIs
- Prepare regular sites’ reports and performance analysis
- Collaborate closely with internal teams in different regions
- Take initiatives to improve internal process and procedure (in line with Winnow Int’l)
- Manage material stock levels and the assembly and shipping of our system for clients
- Evaluation of the system's problems and recommend enhancements
- This is an early morning shift role (5am to 2pm)
Requirements
Education and experience:
- Candidates are likely to be at least diploma educated
- You will have excellent verbal and written English language skills
- Experience in customer support would be ideal
- ITIL Foundation would be a ideal
- Basic knowledge of the operating systems and relevant hardware or software
- Ability to quickly understand complex or technical concepts
- A keen user of technology and experienced in troubleshooting problems with ease
- Strong analytic skills; comfortable using data management tools such as Excel, performing data analysis and data annotation as needed
- Experience using Google applications to coordinate with colleagues
- You have an advanced business level in both English and Chinese (Cantonese or Japanese Speaking is a bonus point)
Personal Attributes:
- You share our belief that collaboration is critical to achieving our mission. You can demonstrate how you have thrived working effectively in partnership with others
- You have proven experience in challenging and questioning the status quo. You enjoy suggesting creative and innovative solutions to improve the way things get done
- You are transparent and act with integrity at all times
- You are results driven and can demonstrate how you have delivered value added solutions which are intuitive and easy to use
- You are passionate about your career. You proactively stay abreast of developments in your own field of study whilst being driven and committed to helping the organisation achieve its mission
- Proven experience of knowing what it takes to provide consistently first-class customer service to customers, remaining calm and measured even when dealing with the most demanding of individuals
- Excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data. You take your time to ensure you get things right the first time</