2nd Level Technical Support Specialist

About Us

AnyDesk was founded under the belief that software technology and global connectivity can be a means to improve the way society functions. Today, AnyDesk builds a platform technology to reinvent the internet.

Join us in shaping the future of software technology!

What we are looking for

To support us on our mission, we are looking for a talented and highly ambitious 2nd Level Technical Support Specialist. In this role you are responsible for providing quick and competent technical assistance for our remote access software. You must have a technical understanding and be able to communicate effectively to understand the problem and explain its solution. The goal is to support the 1st level Technical Support agents by handling ticket escalations, assisting in training, and being a liaison with the QA team and other backend development teams. Tasks includes:

• Take care of 2nd Level and higher difficulty items
• Track feature requests (not just from high value customers)
• Check Jira Items
• Be in close communication with QA
• Communicate issues with customer facing teams
• Main communication point between QA and Customer Facing Teams

Basic Qualifications:

• Very strong ability to listen attentively, apply logic and reason, follow- through, can-do attitude, and exceptional communication skills both written and verbal
• First work experience in a customer contact-centered area
• Ability to see things from the end user perspective
• Basic knowledge in at least two operating systems (Windows, macOS, Linux, Android, iOS)
• Fluency in English is mandatory
• Fluency in Cantonese, Mandarin, Korean, or Japanese preferred

Preferred Skills and Experience:

• Experience with Linux Ubuntu, Debian or RedHat
• Experience with escalation requests
• Problem solving skills, hands-on mentality, and a positive attitude towards challenges
• You are friendly, well-structured, and analytical. You don't just want to see our customers happy; you want to make them succeed!
• Previous engagement in Hardware, Software, or IT Fields

What we offer:

• Ambitious and self-driven culture
• Generous leave entitlements
• Hybrid working mode (WFH)
• Personal and professional development focus and room for creative ideas
• Fun place to work where everyone is valued
• Free drinks and snacks
• The position is based in Hong Kong