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Project Support / Support Desk

Opportunity: Project Support/ Support Desk

Location: South China, Fast React Systems 

Fast React Systems is a fully owned subsidiary of Coats Group PLC and is part of the Coats Global Services division which specialises in ‘best in class’ technology based solutions that deliver significant and measurable cost, speed and productivity improvements to manufacturers, sourcing companies, retailers and brands.

Role Summary:

Based in our office in the Panyu district of Guangzhou, South China you will be responsible for providing support to customers by email, phone or web meeting, resolving issues swiftly and effectively either within our resolution timelines, or specified by their customer contract.


You will maintain and facilitate a regime of pro-active support to all clients with active support contracts, ensuring that any software bugs identified by customers are logged onto the appropriate systems, and the customer kept informed of progress. You will analyse and collate client requests for modifications for inclusion and evaluation in development meetings. Any acceptable modifications must be logged and progressed in the appropriate systems.


You will also be assisting the QA team by testing program modifications and bug fixes, ensuring the testing lead time is kept to a minimum, and that the modified program is delivered to the customer in a timely manner. Whilst supporting the QA team, you must maintain and run a consistent and repeatable test regime using standard models and known comparable results such that ‘compliance testing’.


Part of your role will also include pre-configuring systems and converting data in preparation for implementation of new systems and/or upgrades to existing client’s systems. You will also build client specific models to assist the sales team in demonstrating Fast React products to prospective clients.


Additionally, you will undertake installations of Fast React products at client facilities to the agreed specification and within the agreed timeframe, interpreting user needs and providing workable solutions to problems as appropriate as well as providing end user training on the software and solution.


Your role may also include other duties or special projects as reasonably requested by Fast React.


Experience and Skills:

Essential:

  • Must be eligible to work in China without requiring a work permit.
  • Excellent reading and writing skills in English.
  • A strong analytical approach to problem solving.
  • Ability to listen and interpret user needs (apart from user wants) and provide workable solutions to problems.
  • Technically adept and capable of learning new software i.e. a good self-learner.
  • Good communicator with personnel at all levels.
  • Self-motivated and capable of working alone, or as part of a small team.
  • Experience of the MS Office suite, plus other systems such as CRM, ERP etc.

Desirable:

  • Experience of software implementation and support.
  • Background knowledge of databases (SQL, Access).