About the Company
PCCW is a leading telecommunications company in Hong Kong and a highly successful global player in information and communications technology. We deliver a full range of services including broadband, telephony, and mobile communications. Committed to innovation and customer satisfaction, PCCW provides a dynamic work environment where employees can grow and contribute to shaping the future of connectivity.
Job Description
As an Online Technical Help Associate, you will be the first point of contact for our customers seeking technical assistance with their internet, mobile, and other digital services. This entry-level role is perfect for individuals with a passion for technology and a strong desire to help others. You will diagnose and resolve technical issues, provide clear instructions, and ensure a positive customer experience through various online channels. This is a hybrid role, offering the flexibility of working remotely while also requiring on-site presence for training, team meetings, and specific technical support needs at our Sha Tin office.
Key Responsibilities
- Provide online technical support to customers via chat, email, and social media platforms.
- Diagnose and troubleshoot internet, mobile, and digital TV service issues.
- Guide customers through step-by-step solutions and workarounds.
- Escalate complex issues to senior technical teams when necessary.
- Document all interactions and resolutions accurately in the CRM system.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Stay updated with new products, services, and technical changes.
Required Skills
- Excellent written communication skills in English and Cantonese (Mandarin a plus).
- Basic understanding of networking concepts (routers, Wi-Fi, internet connectivity).
- Familiarity with common operating systems and mobile devices.
- Strong problem-solving abilities and analytical thinking.
- Customer-focused attitude with a desire to assist and educate.
- Ability to learn new technologies quickly.
Preferred Qualifications
- Previous customer service experience, ideally in a technical support role.
- Diploma or Associate's degree in IT, Telecommunications, or a related field.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Knowledge of common home entertainment systems.
Perks & Benefits
- Comprehensive on-the-job training and continuous learning opportunities.
- Competitive salary and performance-based incentives.
- Medical and dental insurance coverage.
- Generous annual leave and public holidays.
- Employee discounts on company services.
- Career advancement opportunities within a large organization.
- Modern and comfortable office environment.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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