Technical Assistant

SALUS Controls is a member of The Computime Group Ltd, widely regarded for its electronic control technologies, research & design capabilities and manufacturing services. It occupies a unique niche in appliance, heating, air conditioning, smart energy and building automation sectors, serving customers in commercial, industrial and consumer markets throughout Asia, North America and Europe since 1974. As a home-grown Hong Kong enterprise, Computime has invested heavily in R&D and has since developed expertise in advanced electronic control and wireless connectivity by providing sophisticated solutions to complex engineering and manufacturing challenges for customers.

Job Summary

To work with a pro-active approach to support the Technical Manager for RO and FR market.

Main Duties

• Provide troubleshooting assistance, problem replication / duplication, and diagnostic support
• Respond to phone, email, and web ticket customer issues within target service level agreements (SLA)
• Act as a gateway between the customer and the next level of support; ensuring issues have met minimal requirements for escalation
• Document all customer interactions and activities in customer support app
• Help manage the knowledgebase of Salus products and technology – Zoho Desk
• Help in creating technical materials to be used on Zoho, Website, Installer Clubs, etc
• Testing new products & quality control
• Participate in product returns procedures
• Provide support to Sales Engineers and Sales staff (if and when required) • Any other ad-hoc requests

Qualifications

• Tech Savvy
• Good verbal and written communication skills in French and English
• Excellent customer service skills and passionate about helping customers resolve their issue
• Logical thinking and effective problem-solving skills
• Skilled at understanding and simplifying complex problems and proposing straight-forward solutions
• Bachelor’s degree in a technical field (computer science, math, engineering or related subject matter) - is a plus

Benefit package

• Real possibilities of professional growth
• Life Insurance
• Health package
• A competitive salary as well as other benefits apply with this role.