Position Summary:
Our client is seeking a highly motivated Level 1 Mandarin Software Support Specialist to join our customer support team. This individual will serve as the first point of contact for customer support requests via email and ticketing systems. This individual will be responsible for managing and prioritizing a queue of support tickets, expertly triaging issues, and ensuring timely and effective resolution.
The ideal candidate is detail-oriented, customer-focused, and possesses excellent communication skills (read, write, and speak) in Mandarin . The individual should be able to quickly learn business-centric software solutions to effectively support end-users is a must.
Job Details:
- Work from Home
- Sunday to Thursday | 8:30 AM to 5:30 PM (Eastern European Time)
- Sunday to Thursday | 2:30 PM to 11:30 PM (PH Time)
Key Responsibilities:
Ticket Management and Triage
- Monitor and manage a queue of incoming support tickets.
- Assess, prioritize, and categorize tickets based on severity, impact, and urgency.
- Triage issues to the appropriate internal teams when necessary while maintaining clear ownership until resolution.
Customer Support
- Respond promptly to email-based customer inquiries in Mandarin with professionalism and empathy.
- Resolve common issues independently by following established support workflows and documentation requirements with the Zendesk application.
- Collaborate with customers to gather relevant information, troubleshoot, and provide clear, actionable solutions.
- Escalate complex or unresolved issues to Level 2 & 3 support, ensuring all details are documented thoroughly.
Documentation and Reporting
- Maintain accurate, detailed, and organized records of all customer interactions, troubleshooting steps, and resolutions using the Mandarin language .
- Contribute to the creation and improvement of knowledge base articles, FAQs, and user documentation.
- Thoroughly review, retest, and document a backlog of tickets to determine if issues persist or have been resolved.
- Identify recurring issues and trends and report them to the Support Manager for proactive resolution.
Learning and Software Expertise
- Rapidly learn and develop expertise with the client’s CMMS+ application.
- A deep knowledge of this complex software is a key success criterion.
- Stay updated on software updates, new features, and industry best practices to deliver accurate support.
Customer Experience
- Act as a customer advocate, ensuring user satisfaction and a positive support experience.
- Communicate effectively and empathetically to build trust and maintain strong customer relationships.