Job Summary:
We are seeking a highly motivated and customer-oriented Bilingual Support Level 1 professional fluent in English and Mandarin to join our technical support team. This role serves as the first point of contact for end-users, providing essential support services through various communication channels. The ideal candidate will have a strong customer service mindset, basic technical troubleshooting skills, and the ability to communicate effectively with Mandarin- and English-speaking clients.
Key Responsibilities:
- Ticket Registration & Confirmation:
Accurately log, categorize, and confirm receipt of support tickets submitted by users.
- Basic Troubleshooting & FAQ Support:
Provide first-level troubleshooting for common technical issues and respond to frequently asked questions using established procedures.
- Installation & Configuration Help:
Assist users with basic installation and configuration of software, tools, or devices as guided by standard support documentation.
- Knowledge Base Solutions:
Reference and update the internal knowledge base to provide efficient and consistent support solutions to users.
- Escalation to Level 2:
Identify complex issues and escalate to Level 2 support when necessary, ensuring proper documentation and handover.
Qualifications:
- Proficiency in both English and Mandarin is required.
- At least 1-3 years of experience in a technical support or customer service role is preferred.
- Basic understanding of software, hardware, or network troubleshooting.
- Strong communication, problem-solving, and interpersonal skills.
- Familiarity with help desk or ticketing systems is an advantage.
- Ability to work in a fast-paced environment and adapt to shifting priorities.
Job Type: Full-time
Schedule:
- 12 hour shift
Application Question(s):
- Are you legally allowed to work in the Philippines?
Experience:
- Technical Support: 1 year (Preferred)
Language:
- English (Preferred)
- Mandarin (Preferred)
Location:
- Philippines (Preferred)
Work Location: In person