Job Duties:
- Serve as the first-line support for agency team members and managers, handling inquiries related to agency operations, technology platforms, and internal systems via phone, email, and in-person.
- Troubleshoot and resolve operational and technical issues, escalating complex matters to relevant departments when necessary.
- Guide users through system functionalities and processes, ensuring agency staff can effectively use company platforms and tools.
- Document and track support requests, solutions provided, and recurring issues to ensure continuous improvement in service delivery.
- Liaise with IT, Operations, and other departments to coordinate issue resolution and system enhancements.
- Provide brief training or quick notes to agency staff on new or updated systems and processes as needed.
- Maintain up-to-date knowledge of agency operations, system updates, and internal policies to provide accurate and efficient support.
- Collect feedback from agency teams to identify common challenges and suggest improvements to processes or systems.
Requirements:
- Diploma or above in Business Administration, Information Technology, or related discipline.
- At least 3 year of experience in customer service, help desk, operations support, or a related field.
- Strong problem-solving skills and the ability to explain technical or operational concepts clearly to non-technical users.
- Excellent communication and interpersonal skills.
- Proficiency in Mandarin is essential; Cantonese and English are advantageous.
- Familiarity with insurance agency operations and technology platforms is preferred.
- Ability to work collaboratively in a team-oriented environment and manage multiple support requests simultaneously.
- High attention to detail and a proactive approach to identifying and resolving issues.