HK Consultancy is a leading provider of technical solutions in the [insert sector] industry, committed to delivering exceptional customer service and innovative products.

Position Title: Technical Customer Care Specialist

Job Summary:As a Technical Customer Care Specialist at HK Consultancy, you will be instrumental in providing outstanding customer service to both internal stakeholders and external clients. Your role involves managing client expectations, handling inquiries through various channels, and ensuring timely and effective resolution of technical issues.

Key Responsibilities:

• Provide exceptional service to both internal stakeholders and external clients.
• Manage the expectations of demanding clients to deliver high-quality results in a timely fashion.
• Process client requests from various inbound channels, including phone calls and emails.
• Perform root cause analysis to identify underlying issues.
• Document processes and resolutions for future reference.
• Develop and maintain extensive knowledge of HK Consultancy products and services.
• Utilize support tools, processes, and procedures effectively.
• Assist with special projects as assigned by management.
• Adhere to all Support policies, including call and case-handling practices.
• Provide constructive feedback on current practices to Support leadership.
• Demonstrate flexibility in working various Support shifts, including rotating Saturdays.

Required Skills and Qualifications:

• Proven experience in a technical support or customer service role.
• Strong communication skills, both verbal and written.
• Excellent problem-solving and analytical abilities.
• Ability to manage multiple priorities and thrive in a fast-paced environment.
• Familiarity with support tools and software applications.
• Bachelor degree in [relevant field] or equivalent work experience preferred.

Experience:

• Minimum of 4 years of experience in technical support or a related field.

Working Hours:

• 40 hours per week.
  

Knowledge, Skills, and Abilities:

• Unrelenting client focus
• Action-oriented with a strong sense of urgency
• Resilient and able to adapt to changing situations
• Confident in handling challenging customer interactions
• Resourceful in finding solutions and troubleshooting technical issues
• Interpersonally savvy, with the ability to build rapport and relationships

Why Join HK Consultancy:Join HK Consultancy to be part of a dynamic team that values innovation, collaboration, and excellence. We offer opportunities for professional growth and a supportive work environment where your contributions are recognized.

How to Apply:Interested candidates should submit a resume and cover letter outlining their qualifications and interest in the position to us.

Interview Points:

• Prepare to discuss your experience in technical support and customer service.
• Be ready to provide examples of how you handled challenging situations.
• Demonstrate your understanding of technical troubleshooting processes.
• Showcase your communication and teamwork skills.

This job description emphasizes HK Consultancy commitment to exceptional customer service, technical expertise, and a supportive work environment, tailored to attract qualified candidates for the Technical Customer Care Specialist role.