SHL Hiring! Full Time Technical Support Specialist_Hong Kong in Hong Kong - Ricebowl

Join a community that is shaping the future of work! SHL, People Science. People Answers.
Do you have a natural flair for and interest in Customer Support and Technology and would like to develop your career in this field? At SHL we are passionate about people. We are continually innovating to provide award winning solutions for our customers. If you enjoy speaking with customers and finding solutions to both technical and product queries, a role as a Customer Experience and Technical Support Representative at SHL would be an excellent next step in your career.

What you will be doing:

• Provide first-line reactive and proactive technical support to APAC customers, resolving system or service issues efficiently and aiming for first-contact resolution.
• Support candidates experiencing technical issues during SHL assessments, ensuring a smooth and reliable testing experience through effective troubleshooting and guidance.
• Deliver a consistently high standard of customer service, acting as a professional and customer-focused representative of SHL across global interactions.
• Collaborate closely with commercial and global technical teams to escalate, track, and resolve complex issues while maintaining clear communication throughout.
• Contribute to the effective operation of the Technical Helpdesk, ensuring service levels, response times, and quality standards are consistently achieved.
• Partner with Sales teams by providing technical insights, supporting issue analysis, and contributing to contract renewals to protect revenue and client satisfaction.
• Maintain accurate and detailed records of all interactions in internal systems, ensuring proper case tracking, reporting, and follow-up actions are completed consistently.

What we are looking for from you:
Essential:

• 2+ years in technical or customer support roles.
• Fluent English, Cantonese, and Mandarin communication skills.
• Strong troubleshooting and problem-solving capabilities.
• Experience with ticketing systems and SLA-driven environments.

Desirable:

• Experience supporting SaaS or online assessment platforms.
• Familiarity with SFDC or similar CRM tools.
• Ability to collaborate across technical and commercial teams.
• Experience in testing or supporting digital products.

You must have the right to work in Hong Kong.

• We unlock the possibilities of businesses through the power of people, science and technology.
• We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
• When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.

Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL’s business and culture (find out more about DEI and accessibility at SHL)

• Employee benefits package that takes care of you and your family.
• Support, coaching, and on-the-job development to achieve career success
• A fun and flexible workplace where you’ll be inspired to do your best work (find out more LifeAtSHL)
• The ability to transform workplaces around the world for others.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.