Technical Support Representative ( Mandarin Bilingual)

July 16

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SuperStaff

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Comprehensive BPO, RPO, and Call Center Outsourcing Solutions for Growing Businesses

201 - 500

Description

• Monitor WeChat, Slack, and Intercom for inbounds via phone, email, & livechat • Follow documented troubleshooting procedures to resolve hardware & software issues with customers while providing excellent customer service • Follow documented escalation procedures when resolutions do not work • Read all posts in various assigned Slack channels & Notion documents daily to stay up to date on the latest changes in product, troubleshooting, and other developments • Search for ways to contribute - when new tickets are not coming in, be proactive in helping resolve existing tickets, knowledge sharing with teammates, or adding relevant and useful details to ongoing conversations

Requirements

• Must be fluent in Mandarin and English languages • 3+ Years of experience as a Technical Support • Reliable high speed internet access • A quiet workspace with minimal background noise for conducting phone calls • Curious and proactive • Willing to join conversations to provide context or propose answers • Strong critical thinking and problem analysis skills • Ability to report technical issues, problem-solving steps taken, and proposed solutions or next steps in clear, organized English with proper punctuation • CAN START ASAP

Benefits

• HMO with 1 free dependent upon hire • Life Insurance • 20 PTO credits annually • VL and SL cash conversion • Annual Performance-Based Merit Increases and Employee Recognition • Great Company Culture • Career Growth and Learning • A laptop will be provided by the company • WORK FROM HOME