What Jobs are available for Support Manager in Hong Kong?

Responsibilities

• Provide daily support to end users and perform Helpdesk work tasks.
• Responsible for response to users' enquiries about various computer problems.
• Coordinate with vendors on hardware and software purchase/maintenance.
• Manage IT asset and server hardware inventory.
• Coordinate with IT related project and vendor coordination if needed.
• Assist IT procurement and asset management.
• Handle ad-hoc IT request.
• Follow up ad-hoc task.

Qualifications

• 1 - 2 years' working experience on IT support, Fintech background would be advantage
• Knowledge of operation of Linux, Windows OS
• Good level of knowledge on Desktop OS/application support
• Good command of spoken & written English and Chinese

Preferred Skills

A team player with excellent communication skills.

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.

bloXroute is seeking a highly motivated and customer-focused Support Engineer to work directly with our support team. In this role, you will help to resolve technical issues, assisting users with product-related problems, and ensuring a smooth and positive experience. You will collaborate with cross-functional teams, including engineering and business, to resolve issues and improve product functionality.

Responsibilities

• Provide first-line support to customers in the APAC region
• Troubleshoot and resolve issues by working with the DevOps and Engineering teams
• Help users with basic maintenance and issue resolution
• Spot service issues and quality gaps across different blockchains
• Clarify quality expectations from the Dev and Product teams
• Use data to suggest improvements and support overall service quality

Requirements

• Minimum of 2 years of experience as Support Engineer
• Fully remote, based in Asia, cover Asia time zone and flexible with work arrangements
• Fluent in both English and Mandarin
• Linux experience
• AWS experience
• Knowledge and experience with blockchain and crypto technology
• Good understanding of crypto industry in APAC region is a plus
• Excellent presentation skills, ability to simplify technical data into crystal clear ideas
• Creative and entrepreneurial person with excellent teamwork skills and startup attitude

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

The role

This role under Managed Service Provider (MSP) or annual support contract environment ensures flawless service delivery to clients. They act as the main liaison between the client and the SoftwareOne, coordinating the end-to-end delivery of managed and support services. Key responsibilities include handling service technical resource, supervising service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet client expectations. SDMs track key performance indicators (important metrics) and run budgets to maintain cost efficiency. They also facilitate effective communication and problem resolution, ensuring high levels of customer satisfaction.

Main responsibilities include the following:

• Be the main point of contact for clients, ensuring their needs and expectations are met.
• Be responsible for the performance of services to ensure they meet agreed-upon standards and substantial metrics.
• Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews.
• Implement and maintain service delivery processes to improve efficiency and effectiveness.
• Work closely with internal teams to ensure flawless service delivery and resolve any issues.
• Generate and present reports on service performance, incidents, and improvements to team members.
• Ensure high levels of customer satisfaction by addressing concerns and improving service quality

The candidate should possess as much as possible of the following skills

• 5 years of related experience
• Experience on supporting Azure, AWS environments
• Experience on incident and escalation management
• Experience on upselling services to customers

Desirable Technical Skills & Certifications

Any combination of the following certifications

• ITIL
• Azure Fundamentals
• AWS Cloud Practitioner

Job Description

• After-Sales Technical Support: Accurately identify technical issues, track resolution, and ensure effective solutions are delivered.
• Customer Solutions: Provide appropriate solutions based on complaint type and severity; drive issue closure and ensure customer satisfaction.
• Demo Equipment Management: Manage and maintain demo units; ensure sufficient stock and accurate records.
• Training & Certification: Organize regular trainings for customer service, pre-sales, and after-sales staff; share basic service knowledge; enable front-line teams to master product functions and operations; support store engineers in achieving skill certifications.
• Technical Standards Development: Draft technical documentation, operating manuals, and FAQs; supervise execution by front-line staff to ensure service quality.
• Cross-Functional Collaboration: Collect product issues and feedback; maintain communication with R&D, production, sales, and quality teams to drive product improvements.
• Local System Support: Assist stores with IT-related issues in daily operations to ensure smooth business processes.

Requirements

• Bachelor's degree or above.
• Minimum 2 years of experience in after-sales technical support management within the home appliance industry; market familiarity preferred.
• Strong project management, product technical, and analytical skills.
• High sense of responsibility, fast learner, able to work under pressure.
• Cantonese as a working language; English reading proficiency required.

Job description

• Monitor and check daily transactions to ensure that operates in accordance with the policies, guidelines and procedures
• Override daily transactions as authorized by the bank
• Conduct AML name screening checking and report the suspicious cases
• Conduct investment transactions checking to ensure that are fully complies with external and internal rule, policies and guidelines

Requirement

• Degree holder in Business Administration, Finance, Economic or related disciplines
• Minimum 5 years of business support or operation experience in private banking industry
• Familiar with banking operations and knowledge
• Strong knowledge of regulatory requirements such as SFO, SFC's Code of Conduct, HKMA's circulars, AML guidelines etc.
• Responsible, detailed-mind, well-organized with good communication skills
• Mandarin proficiency is an advantage

1. Assist PM in project management, coordination, systems implementation and modification

2. Be responsible for system maintenance and operations

3. Monitor and ensure the reliability, performance and stability of business systems

4. Prepare user guides & any other necessary documentation

5. Develop tools/reports based on user requirements

6. Manage any other ad-hoc projects and assigned duties.

1. Degree in Computer Science or IT related disciplines,

2. Minimum of 5 years' experience in FCM's IT dept or in futures system vendor's R&D team

3. Strong project management and vendor management capabilities are required, with proven track record in system deployment and vendor management

4. Experience in global Futures systems setup/operation is preferred, i.e., ION/FIS/ESunny etc.

5. Familiar with at least one programming language, e.g., Python

6. Understanding of derivative market and its operations is an advantage

7. Fluent in both English and Mandarin.

The company will provide competitive comprehensive human resources development support within the industry. Collected personal information will be strictly confidential and used solely for recruitment purposes. For the personal information collection statement, please visit our website

HDI Global SE is Germany's leading industrial insurer and has been servicing companies in Asia since 1995. As an industrial lines insurer, HDI Global SE meets the needs of SMEs, industrial companies and corporate customers with insurance solutions that are specifically tailored to their requirements for Property, Construction, Casualty, Accident & Health, Marine, Cyber and Motor Fleet risk. The company also has operations in more than 175 countries through foreign branch offices, subsidiary companies, and network partners.

HDI Global Specialty SE is wholly owned by HDI Global, being a strong and established player in the insurance market. By housing the specialty activities of the Talanx Group in HDI Global Specialty SE, we have created an excellent platform for putting together cross-business segment expertise and network reach.

Job Purpose:

The IT Support Manager oversees the daily operations of the IT support function, ensuring timely and effective resolution of technical issues across the organisation. This role is responsible for help desk support, maintaining service levels, implementing support processes, and delivering high-quality technical assistance to end-users. The ideal candidate has a solid technical background, a commitment to continuous improvement in IT service delivery and strong project management / delivery skills.

RESPONSIBILITIES

IT

• Acting as an internal technical reference point for colleagues by providing technical support to users regarding desktop/LAN issues. Providing first contact support for laptop hardware, OS and applications.
• Providing operational support for existing and new desktop applications such as Microsoft operating systems and Office Suite, including monitoring the systems performance, diagnosing and solving problems and training staff in the use of the applications and procedures.
• Maintaining effective computer security including, firewall, patches and viruses liaising with the Head Office.
• Acting as an interface between suppliers/carriers/vendors and the organisation.
• Ensuring organisation's ongoing systems capabilities in the event of unforeseen disasters such as sabotage, natural disasters and power outages. Be responsible for the IT component of the Disaster Recovery and Business Continuity policies.
• Maintain the IT Hardware component of the Fixed Assets Register and liaise with the Finance Teams as appropriate. Operating within predetermined budgets and ensuring they are achieved through the effective management of resources. Planning and forecasting equipment purchases and software development in relation to projected user requirements.
• Designing, developing, implementing and maintaining a broad range of IT systems and processes.
• Managing and maintaining operating infrastructure, controlling capacity planning and supporting operating systems.

Systems

• Monitoring and improving the availability and performance of computer systems.
• Installing, testing and maintaining system software.
• Remedying problems in operating system software and providing technical consultation to users and HO IT Systems Support.
• Preparing documentation for use by Applications Development and Operations staff.
• Assisting with research of the latest developments in systems technologies and advising of opportunities for upgraded or enhanced facilities.
• Providing effective technical support to systems users.

Desktop Support

• Providing technical support to users regarding Desktop issues.
• Ensuring all hardware/software installations and routine upgrades are implemented according HO Standards/ Guidelines.
• Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
• Providing an effective interface between users and HO IT Systems Support, supplying all necessary diagnostic information according to procedures.
• Monitoring action and completion of systems issued logged with the HDI Service Desk.

Project Management

• Assisting in the roll out of all Global and local Transformation initiatives.
• Act as a Subject Matter expert for the local branch.

QUALIFICATIONS

• Bachelor's degree/ diploma in Information Technology (IT) / Computer Science / Information Systems / Engineering (with an IT focus)
• 5+ years of experience in IT support roles
• Strong background in diagnosing and resolving technical issues across hardware and software.
• Experience with enterprise systems, ticketing tools (e.g., ServiceNow), and cybersecurity best practices.
• Strong communication skills to effectively interact with end-users, stakeholders, and technical teams.
• Knowledge of WAN and LAN concepts, including detailed product knowledge
• Microsoft accreditation highly desirable
• Thorough knowledge of security policies and practices
• Good time management and communication skills
• An understanding of systems integration middle-ware
• Ability to be able to work independently

Personal data of candidates being collected will be used for recruitment purposes only and personal data of unsuccessful applicants may be retained for a period of up to two years.