Sr. Customer Experience and Technical Support Representative

Shanghai
Permanent
Full-time

6 days ago

To provide first line reactive technical and client support to SHL customers in Asia who are experiencing a technical problem with their SHL system or service, ensuring prompt resolution of customer inquiries. To provide second line reactive technical support to candidates who are experiencing technical problems whilst attempting to complete a SHL Talent Measurement assessment, resolving issues on a first contact basis wherever possible To assist backend teams with product/system testing and feedback. To further provide Customer Support on product enquiries, sales leads and sales support. To deliver a high level of customer support at all times and presenting a consistent 'face of SHL' to customers on a global basis.Key Responsibilities:
1. Customer Support

Provide effective technical support in response to inbound calls and emails in accordance with departmental SLAs and to the agreed quality standards - in order to drive optimum support to customers.
Responsible for the initial research and investigation prior to escalating unresolved issues to the Regional Service Team through ticketing system and to monitor progress through to resolution, keeping Line Manager or Team Leaders informed.
Escalate complex issues to senior support or backend teams with detailed documentation.
Manage communications to Customers and Candidates throughout the investigation and resolution of technical issues.
Responsible for document results, updating SFDC in a timely manner ensuring accurate and detailed notes are entered for each contact.
Perform Outbound courtesy calls to Customers as required
To generate Sales leads and answer product related queries

2. Testing Assistance:

Support backend teams in product/system testing by executing test cases, reporting bugs, and documenting results.
Provide user feedback to improve product usability and functionality.
Validate fixes and update test documentation

3. Documentation & Communication:

Maintain accurate records of customer interactions and solutions in the ticketing system.
Draft and update FAQs, knowledge base articles, and user guides.

4. Knowledge management

Maintain a complete knowledge base and keep it updated
Maintain system knowledge through ongoing training & Development.
Provide user feedback to improve product manuals

5. Reporting

Carry out other duties as instructed by your line manager or Team Leader

6. Collaboration:

Work closely with cross-functional teams (e.g., QA, Product) to relay customer pain points and testing insights.

Skills and experience:

Language: Fluent in English and Chinese (spoken and written), Cantonese speaking is a must.
Technical Skills:
Basic IT literacy (Windows/macOS, Office 365, VPN)
Experience with remote support tools (TeamViewer, Zoom)
Familiarity with bug tracking systems& helpdesk tools (e.g., Zendesk, JIRA) and remote support software.
Ability to follow test scripts and document issues clearly.

Soft Skills:

Excellent communication (in both writing and speaking) and active listening skills.
Excellent organisational and time management skills
Patience and empathy in handling customer complaints.
Strong organizational and multitasking abilities.
Ability to work under pressure and deliver results
Patience with non-technical users (avg. CSAT ≥ 90%)

Experience:

1+ years in technical support or customer management (fresh graduates with relevant training may be
considered).
Experience in a contact centre environment preferred however not essential
Ability to work rotating shifts in peak season

Nice-to-Have:

Experience in a similar industry (e.g., SaaS, hardware support).
Certification in ITIL.

Benefits:

Competitive salary + performance bonuses.
Health insurance, paid leave, and professional development opportunities.
Dynamic work environment with career growth potential.

Work Schedule: 9 AM-6 PM, Monday-Friday, with occasional morning/night shifts during peak season & weekend shifts if needed.About UsSHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.We anticipate, and help organizations solve, their most pressing talent challenges. Our science and technology maximize the potential of people through data driven insights, an unmatched portfolio of products, engaging experiences built on science and global expert services. From Talent Acquisition through Talent Management we create diverse, agile, and innovative workforces across the globe. We need highly motivated people to join our dynamic global team. We're driven by Strong Connections, Curiosity, Fearless Innovation, and Impact.More at shl.com.What SHL can offer you

A culture comprised of diverse, global teams who have a passion for collaboration and client service.
A comprehensive benefits package.
Support, coaching, and on-the-job development to achieve career success.
The ability to engage, influence, and impact a broad array of the world's leading executives.

Our mission is to maximize people's potential.
At SHL, we love what we do and the good it creates for our customers and our people, it's our obsession. Our culture is inclusive; we embrace diverse perspectives and collaboration to drive forward innovation and growth.
We build strong relationships based on honest conversations, ongoing feedback and a healthy dose of fun.
We challenge, inspire and develop each other, which empowers us to own our destiny and our careers.
We support each other - always. If this is important to you, consider a career at SHLSHL is an Equal Opportunity Employer

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