What Jobs are available for Site Support in Hong Kong?

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API's propriety technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients, then API may be a great fit for you

Summary

The On-site Airline Support Specialist will support our airline client overnight, located onsite at the client's office.

The On-site Airline Support Specialist is the primary point of contact for both the client and vendor regarding API's operations. In this role, the On-site Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. Maintaining a strong focus on providing the best customer service at all times. This includes internal collaboration within the airline and API, as well as communication with external parties to ensure that operational challenges are resolved promptly and seamlessly. The initial steps will require manual detail proficiency:

• Transmitting monthly schedules to the hotels and ground transportation suppliers
• Update and transmit daily changes to the hotels and ground transportation suppliers
• Communication with the hotels and ground transportation suppliers during day-of-ops for immediate changes
• Book overflow room as required at non-contracted hotels
• Interrogating the airline's crew management system (CMS) to identify existing reservations and update new reservations
• Receiving calls from crew members to verify their hotel details and chase delayed ground transport

We will train you on our work policies, procedures, and the ACES system to get you delivering Ops support. You will then address client needs and provide solutions with the support of your API colleagues. Your follow-up on client requests is key to Client satisfaction, ensuring you always resolve a request as well as process and prioritise all client requests. You will build and maintain business relationships with clients by providing a great customer experience.

The On-site Airline Support Specialist provides total customer service, including but not limited to the following:

Effectively use all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations. Adapt to the situation at hand, e.g., (IROP) or (other), to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations.

• Provides support, guidance, and training, working as the on-site liaison with the airline partner.
• Processes client requests received from the airline through the API Operations system. Assesses all customer needs. Responds in a prompt, well-informed, accurate, and professional manner.
• Follows up on all client requests and transactions. All tasks must be fully executed, and client satisfaction is critical.
• Alerts supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
• Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
• Resolves client disagreements calmly and professionally. Researches and presents solutions to satisfy client needs based on facts.
• Effectively utilizes all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations.
• Adapts to the situation at hand, e.g., Irregular Operations (IROP) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on the official "On Call Roster" when needed outside of regular working hours.
• Maintains knowledge of API's call centre work methodology and reservation systems that will best serve API's clients most efficiently and professionally.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

• Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment.
• Solutions-oriented professional with a strong client focus.
• Detail-oriented with great organisational skills.
• High problem-solving agility.
• Excellent interpersonal and negotiation skills.
• Process management.
• Excellent written and verbal communication proficiency.

Required Skills, Education and Experience

• You will have one to two years' experience in the hotel/travel industry. Experience in the airline industry is a definite plus: airline crew/ scheduling and/or crew planning.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions preferred but not required.
• Possess outstanding relationship management and customer service skills.
• Knowledge of Hotels as a product: hotel chains, categories, and locations.
• Knowledge of Ground Transportation reservations.
• Track record of delivering to deadlines.
• Track record of operating successfully in a dynamic role.
• The ability to prioritise work provided by others in terms of importance is imperative to this position.
• Demonstrate strong communication skills, including active listening.
• Strong computer skills: Excel, Word, Outlook, and Teams are required.

Position Type and Expected Hours of Work

Unless stated otherwise, this is a permanent full-time position on a rostered 4-day on, 3-day off rotating schedule.

Travel Requirements

This position may require some travel, approximately 2-15 days per year.

About Us

We are a dynamic and rapidly expanding IT company that develops and supports innovative enterprise technology solutions. We are looking for enthusiastic and technically capable Technical Customer Support Specialist to join our team. This role is key to providing 24/7 operational support for our users and internal teams. Join our company that values your contribution, encourages development, and promotes a healthy work-life balance.

Key Responsibilities:

Quickly respond to client inquiries and requests through instant messaging and online tools.

Log all issues accurately by creating and updating service tickets in our internal system.

Determine the priority of critical issues and promptly hand them over to the correct internal specialists for resolution.

Maintain a proactive and responsive attitude toward supporting our clients.

Use smart, detail-oriented problem-solving skills and show a strong willingness to learn new systems quickly.

Qualifications & Experience:

Proficiency in mainstream ticketing platforms (e.g., JIRA, ClickUp, or ServiceNow) is highly advantageous.

Exposure to mobile applications, web platforms, or CMS Systems  is a plus.

Previous experience in IT support or customer service is beneficial.

Bachelor's Degree in Computer Science, Information Technology, or a relevant field.

Applicants possessing practical IT experience are also encouraged to apply.

Fresh graduates are welcome.

Working Hours:

5-Day Work

Shift: MON-SUN

9:00-18:00 / 15:00-00:00 / 00:00-9:00

Work-from-home policy for weekends and night shift (00:00-9:00)

Benefits:

Five-days work

14 Days Annual Leave

Discretionary bonus

Paid Sick Leave

Group Medical Insurance

Free Snacks & Drinks

If this sounds like the perfect role for you, please send your full resume stating your availability, current and expected salary, contact details by clicking "APPLY NOW".

Job Description

• Provide remote hand service to the data hall tenant
• Handle routine inspections & perform first-tier incident support
• Arrange and supervise vendor maintenance work, follow up maintenance records and data updates
• Arrange and coordinate on-premises maintenance work by vendors, escort is required if necessary
• Shift duty is required to support 7 x 24 works

Job Requirements

• Diploma in Electrical / Mechanical / Building Services Engineering or Equivalent working experience in the maintenance field, with preference given to those with experience in data center facilities maintenance.
• Registered Electrical Worker (REW) license
• Fair Command of both spoken and written Chinese and English
• Basic computer knowledge

Candidates who do not have a Registered Electrical Worker (REW) license or have less experience in the maintenance field may still be considered for the position as Facility Support Officer.

職責

• 為數據中心用戶提供遠端操作服務

• 處理例行檢查並提供即時的支援

• 安排和監督供應商的維修工作,跟進維修記錄和資料更新

• 安排和協調供應商在中心內進行的維修工作,必要時需要陪同供應商工作

• 需輪班工作支援7 x 24的運作

入職條件

• 持有機電/機械/屋宇設備工程文憑或同等維修及保養工作經驗,具備數據中心經驗者優先

• 持有電業工程人員註冊證明書(REW)

• 良好的中英文書寫及口語能力

• 基本電腦知識

不具備註冊電業技工(REW)牌照或維修領域經驗較少的申請者,仍有機會被考慮擔任設施支援主任職位。

Our Company

iTech Towers Is a leading provider of high-tier, carrier neutral and multi-tenant data centre services in Hong Kong since 2007. Our state-of-the-art facility is designed, developed, and operated by our team of experts, who have over 15 years of experience in this field. We have been committed to providing reliable and secure data centre solutions, and delivered It in our own data centre building.

Interested parties are invited to visit our website

Please send your application with full resume stating your expected salary either by clicking the "Quick Apply" button or direct whatsapp to

Personal data collected will be used for recruitment purpose only.

Reports to : Head of Customer Support (HKG)

This position is a leader of the Customer Support team of the Customer Care department. This critical team is accountable for driving customer advocacy through timely and responsible handling of customer feedback. He/she should be committed to continuous improvement and customer satisfaction and is therefore a catalyst for positive and customer centric change. He/she should have good relationships building skills and the ability to influence change. He/she is also responsible for the engagement and motivation of the team, develop and help them to ensure service quality standards are met and that productivity in the team is always improving.

Customer Support

• Planning and delivering Customer Relationship Management strategies across all customer touch point to maintain customer loyalty. Monitor performance and efficiency to ensure service and quality standards are met
• Overall management of the Customer Support operations in Hong Kong, Krakow, Mumbai, Guangzhou, and Taipei. Liaison with outport colleagues regarding all Customer Support matters

• Ensure processes and policies are compliant with regulatory standards for all complaints, non-complaints, and baggage cases. Ensure that the complaints and compensation systems, policies and procedures are fit for-purpose and working closely with other customer support managers on the same

• Provide detailed analysis of VIP cases from senior managers, legal and high-risk cases. Arrange swift handling to minimise damage to the brand and PR risks

Risk Management and compliance

• Support the identification of operational risks on an ongoing basis and assist develop action plans to mitigate the risks. Lead the team to develop and implement Customer Support risk management framework and procedures. Manage and support participation in all internal and external audit exercises on behalf of Customer Care Department (CCD) to ensure Customer Support operations is fully compliant with internal/ regulatory requirements. Ensure that CCD business continuity plan is regularly reviewed, updated and tested
• Participate in CX Non-Discrimination initiatives, disability in Air Travel (NBD) working group to ensure Customer Care Department is in full compliance of US DoT ruling in this respect. Review Complaint cases with cross departments to review and formulate service recovery

People Development and Performance Management

• Lead, coach, and mentor Customer Support assistant managers to enhance their skills and professional growth. Foster a culture of collaboration, motivation, and high performance to improve overall team engagement scores for the entire operational team. Conduct regular performance reviews and provide constructive feedback to the assistant managers

Additional Responsibilities

• Oversee the drafts and performance of Proactive Service Recovery team to enhance customer satisfaction
• Execute other ad hoc responsibilities as directed by the Head of Customer Support, ensuring alignment with organisational goals; including participate in ongoing projects and IATA and oneworld initiatives

E & A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• Bachelor's degree in any discipline is a must

Knowledge, Skills, Training and Experience

• Strong written and communication skills
• A change catalyst and commit to continuous improvement
• Customer centric mind-set
• At least 8 years relevant experience in which 5-year experience in managerial role

Application Deadline: 17 November 2025

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Cathay Pacific

Customer Services

Customer Care Department

Permanent

Hong Kong SAR (China)

Application deadline: 17 Nov 2025

Reports to : Head of Customer Support (HKG)

This position is a leader of the Customer Support team of the Customer Care department. This critical team is accountable for driving customer advocacy through timely and responsible handling of customer feedback. He/she should be committed to continuous improvement and customer satisfaction and is therefore a catalyst for positive and customer centric change. He/she should have good relationships building skills and the ability to influence change. He/she is also responsible for the engagement and motivation of the team, develop and help them to ensure service quality standards are met and that productivity in the team is always improving.

Customer Support

• Planning and delivering Customer Relationship Management strategies across all customer touch point to maintain customer loyalty. Monitor performance and efficiency to ensure service and quality standards are met
• Overall management of the Customer Support operations in Hong Kong, Krakow, Mumbai, Guangzhou, and Taipei. Liaison with outport colleagues regarding all Customer Support matters

• Ensure processes and policies are compliant with regulatory standards for all complaints, non-complaints, and baggage cases. Ensure that the complaints and compensation systems, policies and procedures are fit for-purpose and working closely with other customer support managers on the same

• Provide detailed analysis of VIP cases from senior managers, legal and high-risk cases. Arrange swift handling to minimise damage to the brand and PR risks

Risk Management and compliance

• Support the identification of operational risks on an ongoing basis and assist develop action plans to mitigate the risks. Lead the team to develop and implement Customer Support risk management framework and procedures. Manage and support participation in all internal and external audit exercises on behalf of Customer Care Department (CCD) to ensure Customer Support operations is fully compliant with internal/ regulatory requirements. Ensure that CCD business continuity plan is regularly reviewed, updated and tested
• Participate in CX Non-Discrimination initiatives, disability in Air Travel (NBD) working group to ensure Customer Care Department is in full compliance of US DoT ruling in this respect. Review Complaint cases with cross departments to review and formulate service recovery

People Development and Performance Management

• Lead, coach, and mentor Customer Support assistant managers to enhance their skills and professional growth. Foster a culture of collaboration, motivation, and high performance to improve overall team engagement scores for the entire operational team. Conduct regular performance reviews and provide constructive feedback to the assistant managers

Additional Responsibilities

• Oversee the drafts and performance of Proactive Service Recovery team to enhance customer satisfaction
• Execute other ad hoc responsibilities as directed by the Head of Customer Support, ensuring alignment with organisational goals; including participate in ongoing projects and IATA and oneworld initiatives

E & A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• Bachelor's degree in any discipline is a must

Knowledge, Skills, Training and Experience

• Strong written and communication skills
• A change catalyst and commit to continuous improvement
• Customer centric mind-set
• At least 8 years relevant experience in which 5-year experience in managerial role

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Responsibilities

• Classify, assign, track, and respond to user feedback (e.g. content dislikes, reporting, safety complaints);
• Resolve user inquiries using standardized templates & contextual scripts, drafting compliant safety guidelines;
• Collaborate with Ops team to analyze feedback data, identify UX pain points, and drive AI model optimization;
• Document representative cases & solutions to build knowledge base for internal training;
• Support user consultations (e.g. account issues, product onboarding, usage flow);
• Establish end-to-end customer service workflow: Feedback → Triage → Resolution → Closure.

Requirements

• Bachelor's degree or above;
• Native Cantonese, fluent Putonghua & English (written & spoken);
• 3-5 years in customer service/operations, AI chat product experience preferred;
• Detail-oriented with ability to handle sensitive/emotional cases;
• Data literacy: Analyze operational metrics & user feedback trends;
• Passion for AI technology, keen interest in LLM/Chatbot safety & UX quality.

Review of applications will begin shortly and continue until the position is filled. We thank applicants for their interest but advise that only shortlisted candidates will be notified.

(Information provided by applicants will be used for recruitment and other employment-related purposes.)

About
Candex is a rapidly growing private global B2B fintech company on a mission to reshape the way businesses transact. Our tech-based solution makes purchasing fast and easy for enterprise buyers. Recognized in the ProcureTech 100 for Procurement Innovation, our SaaS Platform and accompanying services completely transform the buying experience for large companies around the globe. Buyers enjoy the simplicity of Candex for their purchases, vendors get paid faster, and procurement teams love the increased control they gain over purchases — Everyone wins

We serve companies in the Global 2,000 and our existing clients include some of the world's biggest corporations. We've raised over $85M from leading investors including Goldman Sachs, JP Morgan, American Express, Altos, Craft, and NFX. Available in almost 50 countries, Candex is expanding our already robust footprint and is looking for ambitious, fun people to join us on our mission to revolutionize the way businesses engage and pay their suppliers.

The Role
We are seeking a Customer Support Specialist who can resolve customer queries, recommend solutions and guide product users through features and functionalities. This position will assist Candex's internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with Candex's specific systems and technologies. To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement. An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction.

Responsibilities

• Onboarding new users to the system, including user adoption
• Administration of pending orders and payments
• Reconciliation of all company orders to confirm the correctness of data
• Promptly responding to customer queries via ticketing system, emails, live chat, phone
• Identification of areas of improvement, both in process and product
• Liaising with colleagues or managers to find the best solutions to customers' issues
• Identifying common problems and escalating them to management, along with possible suggestions for improvement
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
• Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions

Qualifications

• Previous experience in a Customer Service role
• Sound judgment and excellent problem-solving skills
• Practical experience with standard industry tools such as CRM and ticketing systems
• Native Mandarin Chinese, Fluent Cantonese, Fluent English –written and verbal - a must
• Proficiency in any additional language - a significant advantage
• Fintech/Hi-tech experience is preferred
• Impressive interpersonal and communication skills
• Strong computer skills with advanced Excel skills
• Outstanding attention to detail, with an ability to spot numerical errors
• Highly organized with the ability to multitask and work under pressure
• Tech savvy and the ability to pick up new technology quickly

Equal Opportunity Employer

Studies indicate that individuals from marginalized backgrounds, including women, often choose to apply for positions only when they fulfill all listed requirements. However, if you find that this role resonates with you even though you don't match every criterion, we strongly encourage you to get in touch with us. Our commitment to being an equal opportunity employer drives us to cultivate a workplace that celebrates diversity and inclusivity, embracing individuals from various backgrounds. Our hiring process prioritizes skills and abilities, and our wide-reaching outlook is something we take great pride in. Feel free to reach out

Job Summary
As a Customer Support Engineer, you will be the first point of contact for our clients, providing exceptional support and guidance for our products. You will troubleshoot issues, answer technical queries, and work closely with our engineering team to resolve complex problems.

Key Responsibilities

• Provide first-line support to clients via designated email, chat, and phone.
• Diagnose and resolve technical issues related to software and applications.
• Assist clients in understanding and utilizing our products effectively.
• Create and maintain documentation for troubleshooting procedures and FAQs.
• Collaborate with the engineering team to escalate and resolve complex issues.
• Conduct training sessions for clients on product features and updates.
• Gather client feedback and communicate insights to product development teams.
• Stay updated on product features, industry trends, and best practices in AI technology.

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• 2-6 years of experience in technical support or customer service, preferably in the software or AI industry.
• Strong understanding of AI technologies and applications.
• Excellent problem-solving skills and attention to detail.
• Ability to communicate complex technical information clearly and effectively.
• Experience with support ticketing systems and remote troubleshooting tools.
• Familiarity with programming languages (e.g., Python, Typescript) is a plus.
• Familiarity with Kubernetes, Linux, Database is a plus
• Strong interpersonal skills and a commitment to customer satisfaction.