End User Services Engineer

Chief Technology Office - Information Technology

In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs.

We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individuals preference and lifestyle expectation. 

We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace.

We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner. 

We are currently seeking a high caliber professional to join our department as End User Services Engineer.

Principal responsibilities:

• Managing customer services to deliver exceptional support to our clients.
• Developing and implementing customer service policies and procedures to optimize efficiency and effectiveness.
• Handling escalated customer inquiries and issues, providing timely and satisfactory resolutions.
• Monitoring key performance indicators (KPIs) to track service levels and identify areas for improvement.
• Collaborating with cross-functional teams to enhance the overall customer experience.
• Set up, operate, and troubleshoot AV equipment for meetings and events.
• Provide on-site and remote technical support for VIP clients, ensuring a seamless experience.
• Conduct regular maintenance, updates, and inventory management of all technical equipment.

Requirements

• Bachelors degree in Computer Science, Engineering or related field.
• Passion and obsession with our customers needs, successes and services.
• Ability to work well under pressure and handle VIP clientele with professionalism.
• Proven experience in a customer service management role within the IT/Financial industry.
• Strong presentational skills with the ability to motivate and develop a high-performing team.
• Strong knowledge of AV systems, trading platforms, and network infrastructure.
• Excellent interpersonal and communication skills.
• Customer-centric approach with a passion for delivering exceptional services.
• Fluency in English, Chinese and Cantonese, both written and spoken.

Information :

• Company : Hang Seng Bank
• Position : End User Services Engineer
• Location : Hong Kong
• Country : HK