_{23rd June, 2025}

Position Summary
 
The Agency Operations Support Specialist serves as the primary point of contact for agency team members and managers, providing timely assistance with all agency operations and technology-related issues. This role is similar to a customer service officer but is dedicated exclusively to supporting internal agency teams and management. The specialist ensures smooth daily operations by troubleshooting system problems, answering operational queries, and coordinating with relevant departments to resolve issues efficiently.
 
Key Responsibilities

• Serve as the first-line support for agency team members and managers, handling inquiries related to agency operations, technology platforms, and internal systems via phone, email, and in-person.
• Troubleshoot and resolve operational and technical issues, escalating complex matters to relevant departments when necessary.
• Guide users through system functionalities and processes, ensuring agency staff can effectively use company platforms and tools.
• Document and track support requests, solutions provided, and recurring issues to ensure continuous improvement in service delivery.
• Liaise with IT, Operations, and other departments to coordinate issue resolution and system enhancements.
• Provide brief training or quick notes to agency staff on new or updated systems and processes as needed.
• Maintain up-to-date knowledge of agency operations, system updates, and internal policies to provide accurate and efficient support.
• Collect feedback from agency teams to identify common challenges and suggest improvements to processes or systems.

• Diploma or above in Business Administration, Information Technology, or related discipline.
• At least 3 year of experience in customer service, help desk, operations support, or a related field.
• Strong problem-solving skills and the ability to explain technical or operational concepts clearly to non-technical users.
• Excellent communication and interpersonal skills.
• Proficiency in Mandarin is essential; Cantonese and English are advantageous.
• Familiarity with insurance agency operations and technology platforms is preferred.
• Ability to work collaboratively in a team-oriented environment and manage multiple support requests simultaneously.
• High attention to detail and a proactive approach to identifying and resolving issues.